Customer Success Manager II, SMB - Account Strategy

3 days, 9 hours ago
Full-time
Junior
Customer and Technical Support
Toast

Toast

Toast is an all-in-one platform for restaurants, offering tableside ordering, online ordering, and labor management to empower businesses in the food service industry.

Hotels, Restaurants & Leisure
1K-5K
Founded 2012

Description

  • Staff a high-volume phone and chat line while meeting service levels and schedule expectations.
  • Lead consultative, value-based retention conversations tailored to each customer's business and technology setup.
  • Handle objection management, competitive discussions, and contract and pricing negotiations with professionalism and empathy.
  • Diagnose customer needs quickly and determine the best path forward to support retention and growth.
  • Document customer interactions, outcomes, and feedback accurately in case management and reporting systems.
  • Use data, account insights, and internal tools to support real-time retention decisions and strategy.
  • Serve as the voice of the customer by sharing insights and competitive trends with internal partners and leadership.
  • Collaborate cross-functionally with Sales, Support, Product, and Finance to improve customer outcomes and manage escalations.

Requirements

  • 2+ years of experience in Account Management, Customer Success, or a retention-focused role with a track record of driving positive customer outcomes.
  • Experience working in high-volume, queue-based, or case-based environments with real-time prioritization and service-level adherence.
  • Comfort navigating complex, high-stakes customer conversations with confidence and professionalism.
  • Strong objection handling, negotiation, and influencing skills in live customer interactions.
  • Ability to work independently while managing competing priorities in a fast-paced, changing environment.
  • Data-driven mindset with the ability to interpret account insights and apply them in real time.
  • Strong phone presence with excellent communication, presentation, and written skills.
  • Ability to quickly assess complex situations and drive toward resolution.
  • Experience in account management, customer care, or churn prevention roles is preferred.
  • Payments or credit card processing knowledge is preferred.
  • Experience working in SaaS or tech environments is preferred.
  • Familiarity with Salesforce, Five9, Hex, ChiliPiper, G-Suite, and Slack is preferred.
  • Hospitality experience is preferred.

Benefits

  • Base salary range of $80,000-$90,000 USD in Zone A, $75,000-$85,000 USD in Zone B, and $70,000-$80,000 USD in Zone C.
  • Additional cash compensation may include overtime and, if eligible, bonus or commissions.
  • Equity is included in the total rewards package.
  • Competitive benefits programs designed to support health and flexibility.
  • Hybrid work model that balances in-person collaboration with individual needs.
  • Reasonable accommodations are available for candidates with disabilities during the hiring process.

Interested in this position?

Apply directly on the company website

Apply Now

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