Senior Restaurant Success Manager I

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 and grow their annual recurring revenue (ARR). Customers that fall into this cohort have Toast ARR > $50K (~20% of total Toast customers).
The RSM operates in a highly cross-functional role responsible for a regionally based book of business of $4M+, ranging from 10-60 customers (based on segmentation). The RSM drives a wide variety of customer driven initiatives and should be exceptionally strong relationship builders and project managers. Pivotal to this role is a strong ability to embrace a hospitality mindset, 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.
About this roll* (Responsibilities)
The RSM Role Is Centered Around 4 Key Areas

• Revenue Producer
• Become trusted advisor/strategic partner by providing thought leadership on restaurant technology/operational trends and innovation
• Build cross-functional partnerships and collaborate closely to engage customers when necessary
• Have deep understanding of Toast product suite and ability to demo and discuss features and benefits to ensure customer is getting the most out of the product
• Product Expert
• Relationship Builder
• Facilitate regular cadence of communications with customer
• Update and maintain daily customer database entries (Salesforce)
• Deliver cadenced strategic business reviews focused on sharing business plans, identifying customer insights, and addressing areas of strength and improvements
• Partner with Marketing to find options for case studies and customer referrals
• Act as main point of contact for customers across both corporate and field level
• Provide regular VOC feedback and feature requests to Product
• Retain and grow existing SaaS revenue by understanding needs of each customer and recommending product modules to fit those needs
• Customer Advocate
• Own customer escalations to resolution by partnering with Care leadership internal teams
• Retain and grow SaaS revenue through consultative engagement and product recommendation
• Facilitate customer references, as needed, to help GTM close new business
• Drive activation and adoption across Toast product suite; analyze product module usage and leverage internal tools/customer marketing strategies to increase adoption
• Create business cases, as needed, to invest in custom projects for top ARR customers
• Build multiple layers of relationships with customer, including Toast execs, as needed

Do you have the right ingredients*? (Requirements)

• Highly motivated, passionate over achiever, team player, facilitator
• Strong leadership, teamwork, communication & cross-departmental collaboration skills
• Experience providing technology or SaaS solutions to a client base a strong plus
• Direct, honest communication style that operates with the highest level of integrity
• Entrepreneurial spirit/mindset, flexibility toward dynamic change
• Must be able to proactively drive customer value with some management oversight
• Ability to perform in a fast paced environment
• Restaurant experience is a strong plus
• Incredibly detailed oriented
• Strong organization skills and time management skills
• 6+ years account management experience required
• Mid-Market, Top SMB, or Enterprise customer management experience a plus
• Good experience of MS Office, G-Suite, Slack and Salesforce

Our Spread* of Total Rewards

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

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
$76,000—$122,000 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].