Toast creates technology to help restaurants and local businesses succeed in a digital world, helping business owners operate, increase sales, engage customers, and keep employees happy.
A Day in The Life
As a Senior Customer Success Manager II, you are the highest escalation tier and the ultimate strategic safeguard for our most complex mid-market accounts. You will manage a high-touch, high-value regional book of business comprising complex, multi-location restaurant brands.
While standard CSMs manage proactive adoption, you are the dedicated specialist for the department’s most critical interventions—stepping into situations where accounts are highly escalated, severely at risk, or facing deeply nuanced technical hurdles. You will partner directly with C-suite executives, founders, and Toast engineering leadership to salvage at-risk relationships, translate complex product deficiencies into action, and lead your peers by example
What You'll Do (Responsibilities)
- Master Complex Escalations: Act as the final point of contact for high-risk corporate accounts. Step into accounts struggling under standard management to stabilize relationships and restore client confidence.
- Technical Interpretation & Translation: Act as the bridge between engineering and the client. Digest complex technical details, system behavior, and engineering tickets, then articulate status updates and resolutions back to customers clearly.
- Rigorous Project Management: Own cross-functional tracking for major account rollouts, technical overhauls, or complex product issues. Build project trackers and drive internal accountability across departments.
- Strategic Advisory: Manage a slower-ramp, high-touch book of business focused on tier-1 accounts, ensuring deep technical alignment and measurable ROI.
- Change Leadership: Serve as a foundational anchor on the team. Help drive clarity and execution during company reorgs, book reallocations, or operational changes, maintaining an exceptionally high standard for performance.
What You'll Need to Thrive (Requirements)
- 8+ Years of SaaS Account Management: Experience managing a multi-million dollar corporate book ($6.5M+ ARR footprint) with highly complex, enterprise-level accounts.
- Advanced Technical & Analytical Aptitude: High comfort level diving into technical infrastructure, APIs, integrations, or engineering tickets to identify client friction points.
- Elite Crisis Management: A proven track record of successfully de-escalating volatile customer situations at the executive level. You are comfortable being the "last line of defense" for a business relationship.
- Strong Project Management: Exceptional organizational skills with experience tracking multi-variable initiatives across product, engineering, and support teams.
- Executive Presence: Masterful communication skills, with the ability to stand toe-to-toe with C-suite executives and deliver concise, data-backed updates.
What Helps You Stand Out (Nice to Haves)
- Methodical Training: Formal project management certifications (PMP, Agile, Scrum) or specialized technical account management training.
- Restaurant/Tech Expertise: Deep familiarity with POS ecosystems, restaurant tech stack integrations, or hospitality SaaS.
AI at Toast
At Toast, one of our company values is that we're hungry to build and learn. We believe learning new AI tools empowers us to build for our customers faster, more independently, and with higher quality. We provide these tools across all disciplines, from Engineering and Product to Sales and Support, and are inspired by how our Toasters are already driving real value with them. The people who thrive here are those who embrace changes that let us build more for our customers; it’s a core part of our culture.
Our Total Rewards Philosophy
We strive to provide competitive compensation and benefits programs that help to attract, retain, and motivate the best and brightest people in our industry. Our total rewards package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet Toasters’ changing needs. Learn more about our benefits at https://careers.toasttab.com/toast-benefits.
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How Toast Uses AI in its Hiring Process
Throughout the hiring process, our goal is to get to know you. We use AI tools to support our recruiters and interviewers with tasks like note-taking, summarization, and documentation of interviews to ensure they can be fully focused on your conversation. All hiring decisions are made by people. To learn more: https://careers.toasttab.com/ai-in-hiring
Our Approach to Hybrid Working
We embrace a hybrid work model that fosters in-person collaboration while valuing individual needs. Our goal is to build a strong culture of connection as we work together to empower the hospitality community, regardless of location. Please visit the Locations page on our career site to learn more about our in-office expectations by region: https://careers.toasttab.com/locations-toast
Diversity, Equity, and Inclusion is Baked into our Recipe for Success
At Toast, our employees are our secret ingredient—when they thrive, we thrive. The restaurant industry is one of the most diverse, and we embrace that diversity with authenticity, inclusivity, respect, and humility. By embedding these principles into our culture and design, we create equitable opportunities for all and raise the bar in delivering exceptional experiences.
We Thrive Together
We embrace a hybrid work model that fosters in-person collaboration while valuing individual needs. Our goal is to build a strong culture of connection as we work together to empower the restaurant community. To learn more about how we work globally and regionally, check out: https://careers.toasttab.com/locations-toast.
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 candidateaccommodations@toasttab.com.
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For roles in the United States, it is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.