Toast

Customer Success Manager – Payroll

Toast

full-time

Posted on:

Location Type: Remote

Location: United States

Visit company website

Explore more

✨ AI Apply
Apply

Salary

💰 $104,000 - $166,000 per year

About the role

  • Manage a team of 8 or more PSMs (Payroll Success Managers) to provide the best-in-class customer experience while exceeding growth and retention goals.
  • Work closely with cross-functional partners to ensure proper alignment on pursuing opportunities towards topline OKRs.
  • Work closely with cross-functional partners in Product, Education, Strategy/ Operations & Professional Services to drive the highest levels of customer success throughout the post-live customer journey and retain our most valuable payroll customers.
  • Report on team and customer trends with a focus on product usage and opportunities and overall customer sentiment and feedback.
  • Build, iterate and streamline playbooks, processes and workflows
  • Develop and implement innovative ways to work smarter and scale the team.
  • Constantly identify new and improved ways to deliver delight across customers.
  • Act as a point of escalation for customer concerns and acute issues.
  • Be an ambassador for the Toast culture - helping to ensure a high bar for performance and a trusting, collaborative and fun environment.

Requirements

  • 5+ years in Customer Success or Account Management in the SaaS industry
  • 2+ years experience successfully managing high-performing teams of customer success managers, account managers, sales reps, care reps, or onboarding consultants in the payroll or technology industry
  • Expert knowledge of Payroll Processes & Fundamentals - inclusive but not limited to - pay schedules, federal & state laws and taxes, accounting & reporting, calculations, benefits & deductions
  • Significant knowledge of the Payroll, Tax and HR industry standards
  • Experience managing programs or large process improvement projects
  • Excellent communication, interpersonal and writing skills
  • Love for developing people in a high growth environment
  • Enthusiastic about technology with demonstrated technical aptitude
  • Strong project management skills and an ability to multitask
  • Creative, analytical and execution-oriented
  • Ability to effectively operate both strategically and tactically.
Benefits
  • Learn more about our benefits at https://careers.toasttab.com/toast-benefits
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Payroll ProcessesPayroll FundamentalsFederal LawsState LawsTaxationAccountingReportingCalculationsBenefitsDeductions
Soft Skills
CommunicationInterpersonal SkillsWriting SkillsTeam ManagementPeople DevelopmentProject ManagementMultitaskingCreativityAnalytical SkillsExecution Orientation