Full-Time Customer Success Manager II

Customer Success Manager II - On Demand

Preferred Timezone: EST

About the Role

Engage with customers at various milestones. Targeted engagements and meetings to drive SMB customer success. Collaborate with strategic team. Handle customer requests as needed.

Responsibilities:

• Email communication and one-on-one interactions (30-60 minute Zoom/phone).
• Review best practices, discuss activation/adoption, facilitate conversations, resolve pain points.
• Anticipate and tailor interactions within 1-3 touchpoints or evaluate for placement in another part of the Toast Ecosystem.
• Strategize with customers via email, answer questions, provide resources.
• Delve into technical and strategic initiatives, manage time effectively.
• Deliver exceptional customer experience and shape a scalable customer success model.
• Live customer interaction, run demos, deliver messaging concisely, and transition conversations.
• Self-investment in technical knowledge to support customers at scale.
• Leverage data to make informed decisions for customers and the business.
• Diagnose issues, develop strategies, and leverage cross-functional partners.
• Retain and grow SaaS revenue through consultative engagement, product recommendations, and understanding customer needs.
• Host demos and discovery calls, drive activation and adoption across the product suite.
• Analyze product module usage and leverage internal tools.
• Downsell and Churn Saves (understand and document pain points, discuss contracts).
• Data entry, calendar hygiene, and report building.
• Navigate guest & POS modules, partners, EC, and XC.
• Act as the voice of the customer and gather feedback for internal partners.
• Actively look for opportunities to operate at scale.

Requirements:

• 2+ years of Account Management experience with focus on customer satisfaction, churn mitigation and business operations.
• Case/Queue Management Experience (organization, data hygiene).
• Success operating independently, navigating competing priorities, and adaptability.
• General technical proficiency with various software.
• Proven track record of meeting and exceeding goals.
• Self-starter, ability to work autonomously, solve customer scenarios, and forge a path forward.
• Strong and professional virtual presence (communication, organization, and influencing skills).
• Flexibility and adaptability.
• Problem-solving mindset.

Special Sauce (Nice-to-haves)

• 1+ years POS experience, ideally in the service industry.
• Project Management experience.
• Experience in tech industry or SaaS companies.
• Salesforce CRM, Chilipiper, MS Office, G-Suite, and Slack experience.

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