Manager, Restaurant Success - Mid-Market

Toast is driven by building the restaurant platform that helps restaurants adapt, take control, and get back to what they do best: building the businesses they love.
The mission of Customer Success at Toast is to create raving fans and successful restaurants...and the Restaurant Success Manager (RSM) plays a critical role in fulfilling that mission. While RSMs wear many different hats at once, they support one overarching goal → keep customers happy, retain them and grow their annual recurring revenue (ARR).
The Manager of Mid-Market Restaurant Success will lead a team of 6-8 RSMs and is responsible for providing strategic and consultative account management expertise to a portfolio of customers, while driving revenue growth and operational efficiency initiatives to improve customer health and product adoption.
About this roll* (Responsibilities)

• Collaborate cross-functionally to drive the highest levels of customer success throughout the post-live customer journey.
• Work with IT and BI teams to implement and improve reports, system rules & workflows, dashboards, automated emails, surveys, and more.
• Exceed monthly, quarterly, and annual revenue, NPS, go-live, and product activation/ adoption goals.
• Act as a point of escalation for restaurant customer concerns and acute issues with key corporate or franchise contacts.
• Help drive our company-wide culture of customer centricity.
• Manage a team of 6-8 RSMs to deliver exceptional customer experience post go-live.
• Develop and implement innovative ways to work smarter and scale the team.

Do you have the right ingredients*? (Requirements)

• Ability to effectively operate both strategically and tactically
• Strong project management skills and an ability to multitask
• Enthusiastic about technology with demonstrated technical aptitude
• Minimum four-year college degree from an accredited institution
• Love for developing people in a high growth environment
• Excellent communication, interpersonal and writing skills that exceed expectations of corporate teams and C-suite executives.
• 2+ years experience successfully leading & managing teams
• Mid-Market or Enterprise customer management experience is a plus.
• 6-8+ years in customer success or sales
• Extensive experience leading large cross-functional initiatives

Our Spread of Total Rewards

• Medical, Dental, & Vision Coverage
• Subsidized backup childcare
• Professional Development Reimbursement Program
• Commitment to Employee Wellness through resources such as a quarterly Wellness Stipend
• 401(k) and matching
• Bread puns encouraged but not required
• Unlimited Vacation
• Sabbatical opportunity after five years
• Various peer and company recognition programs
• Mental Health Benefits

The base salary range for this role is listed below. The starting salary will be determined based on skills and experience. In addition to base salary, our total rewards components include cash compensation (overtime, bonus/commissions if eligible), equity, and benefits.
Pay Range
$92,000—$147,000 USD
We are Toasters
Diversity, Equity, and Inclusion is Baked into our Recipe for Success.
At Toast our employees are our secret ingredient. When they are powered to succeed, Toast succeeds.
The restaurant industry is one of the most diverse industries. We embrace and are excited by this diversity, believing that only through authenticity, inclusivity, high standards of respect and trust, and leading with humility will we be able to achieve our goals.
Baking inclusive principles into our company and diversity into our design provides equitable opportunities for all and enhances our ability to be first in class in all aspects of our industry.
Bready* to make a change? Apply today!
Toast is committed to creating an accessible and inclusive hiring process. As part of this commitment, we strive to provide reasonable accommodations for persons with disabilities to enable them to access the hiring process. If you need an accommodation to access the job application or interview process, please contact [email protected].