Customer Success Manager II, SMB - On Demand

Toast builds technology that helps restaurants and local businesses operate more efficiently, increase sales, and engage customers. The Customer Success Manager II (SMB - On Demand) supports small and medium-sized business customers through targeted virtual engagements to drive adoption, retention, and long-term success. This role combines strategic customer guidance with technical product knowledge and revenue retention responsibilities.

• Engage customers at key milestones via email and 30–60 minute Zoom/phone meetings to review best practices, activation/adoption strategies, and resolve pain points.
• Run demos and deliver complex product messaging in a simplified, concise manner; redirect conversations to achieve desired outcomes.
• Leverage data to make informed recommendations and decisions for customers and the business.
• Diagnose customer issues, develop strategies, and partner cross-functionally to drive resolutions and outcomes.
• Discuss payments and credit card processing rates and how they impact customer businesses.
• Retain and grow SaaS revenue through consultative engagement, product recommendations, tech stack analysis, demos, and discovery calls.
• Drive activation and adoption across the Toast product suite by analyzing module usage and delivering presentations, demos, and trainings using internal tools and partner teams.
• Execute downsell and churn-saves motions by documenting pain points, discussing contract terms, and enabling effective module usage.
• Maintain strong data entry, calendar hygiene, and build reports as part of daily operations.
• Confidently navigate guest and POS modules and maintain working knowledge of partners and related ecosystems.
• Act as the voice of the customer by gathering feedback and insights for internal partners and leadership.
• Identify and implement opportunities to operate at scale within the customer success model.

• 2+ years of account management experience with responsibility for customer satisfaction, churn mitigation, and business operations.
• Case/queue management experience, including organization, prioritization, and data hygiene.
• Ability to operate independently while managing competing priorities in a constantly changing environment.
• General technical proficiency using a variety of software tools.
• Proven track record of meeting and exceeding goals.
• Self-starter mindset with ability to navigate complex customer scenarios and drive outcomes autonomously.
• Strong professional virtual presence and excellent written/verbal communication, negotiation, organizational, influencing, and presentation skills.
• High flexibility and adaptability in a fast-paced environment with frequent change.
• Strong problem-solving approach with critical and creative thinking and a scale-oriented mindset.
• Must-have: payments and credit card processing knowledge.
• Nice to have: 1+ years using POS software (ideally service industry); project management experience; experience in tech/SaaS; familiarity with Salesforce CRM, ChiliPiper, MS Office, G-Suite, and Slack.

• Hybrid work model with in-person collaboration and flexibility based on individual needs.
• Role involves frequent virtual customer engagements via Zoom/phone and email.
• Competitive compensation and benefits program; total rewards and benefits information provided by Toast.
• Starting annual pay rate listed as $82,000 USD.
• AI tools may be used to support recruiting (e.g., note-taking/summarization), with hiring decisions made by people.
• Reasonable accommodations available for candidates with disabilities during the hiring process.