Restaurant Success Manager Ii - Smb

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.
Bready* to make a change?
As a Restaurant Success Manager, Toast’s way of saying an “Account Manager”, you serve as the customer’s main point of contact, trusted advisor, and drive a wide variety of customer driven initiatives. You are a strong relationship builder, understand a customer’s goals and priorities, and translate them into strategic recommendations that will drive a high level of product adoption, satisfaction, referrals and customer retention. To thrive as a Restaurant Success Manager at Toast, you are flexible, a customer champion, and excel in ambiguous environments!
The Small and Midsize Business (SMB) segment operates in a highly cross-functional role responsible for a regionally based book of business, ranging from 10-15 locations. As a Restaurant Success Manager, you wear many different hats at once and support one overarching goal to keep customers happy and grow their annual recurring revenue (ARR).
About this roll* (Responsibilities)

• Build relationships with customers, facilitate regular cadence of communications, and maintain daily database entries through Salesforce
• Leverage your Toast product knowledge to facilitate customer demos and ensure the customer is getting the most out of their Toast experience
• Drive activation and adoption across Toast product suite by analyzing product module usage and leverage internal tools/customer marketing strategies
• Retain and grow SaaS revenue through consultative engagement and product recommendation by understanding needs of each customer
• Partner with internal leadership teams to own customer escalations to resolution, provide regular Voice of Customer feedback, and facilitate customer references/referrals
• Deliver cadenced strategic business reviews focused on sharing business plans, identifying customer insights, and addressing areas of strength and improvements

Do you have the right ingredients*? (Requirements)

• Excellent communication, organizational, and influencing skills
• Success operating independently and navigating competing priorities in a constantly changing environment
• Proven track record of success in meeting and exceeding goals
• 4+ years of experience in a role responsible for customer satisfaction and business operations, for instance an Account Manager or Restaurant GM
• General technical proficiency using software

Special Sauce* (Non-essential Skills/Nice to Haves)

• Experience managing customer in Mid-Market, Top SMB, or Enterprise segments
• Experience working in the tech industry or for a SAAS company
• Experience with Salesforce CRM, MS Office, G-Suite, and Slack
• 1+ years of experience using a POS (Point of Sale) software, ideally in the service industry

Our Spread* of Total Rewards

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

The starting pay rate for this role is below. Please note, there is not a range for this role, the number listed below is the rate.
Pay Rate
$80,000—$80,000 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].