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Manager, SMB Customer Success Account Strategy Team

1 hour, 22 minutes ago
United States
Full-time
Lead
Customer Success Manager
Customer and Technical Support
Salesforce
Apply Now
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
View All Jobs 56

Description

  • Lead, coach, and develop a team of Account Strategy CSM II team members handling high-volume inbound and outbound customer interactions.
  • Drive day-to-day team performance against retention outcomes, service level adherence, call quality, and customer experience goals.
  • Provide regular coaching and feedback to strengthen consultative selling, objection handling, pricing conversations, negotiation, and phone presence.
  • Conduct call reviews, performance check-ins, and development conversations to improve individual and team performance.
  • Support team members through complex or escalated customer situations to achieve the best outcome for the customer and the business.
  • Reinforce operational discipline across call handling, case management, documentation, follow-up, and data hygiene.
  • Use dashboards, account context, and team metrics to identify trends, coach performance, and improve execution.
  • Manage queue health, interaction volume, and prioritization to maintain service levels and productivity.
  • Partner with Sales, Support, Product, and Finance to resolve customer needs and escalate blockers when needed.
  • Surface recurring customer insights, trends, and competitive feedback to leadership to improve processes and the customer experience.
  • Participate in hiring, onboarding, and ramping new team members.
  • Foster an inclusive, accountable, and supportive team environment aligned with Toast values and customer success.

Requirements

  • 5+ years of experience in Customer Success, Account Management, Retention, or a related customer-facing function.
  • Prior people leadership experience, or strong experience coaching and developing others in a team-based environment.
  • Experience working in a high-volume, queue- or case-based customer interaction environment with service level expectations.
  • Strong coaching skills with the ability to improve performance through feedback, observation, and development planning.
  • Comfort navigating complex, high-stakes customer scenarios with professionalism and sound judgment.
  • Strong objection handling, negotiation, and influencing skills.
  • Data-driven mindset with comfort using team and account insights to inform decisions and coaching.
  • Strong communication, organization, and prioritization skills in a fast-paced environment.
  • Ability to hold team members accountable while building trust, engagement, and consistency.
  • Experience leading or supporting retention, renewals, or complex customer conversations is preferred.
  • Experience in SaaS, fintech, payments, or restaurant technology is preferred.
  • Familiarity with pricing, contract, and payments conversations is preferred.
  • Experience using Salesforce, Five9, Hex, Chili Piper, Google Workspace, and Slack is preferred.
  • Hospitality experience is preferred.
  • Track record of improving team performance through coaching, process discipline, and metric-based management is preferred.

Benefits

  • Base salary range of $119,000–$190,000 USD for Zone A, $104,000–$166,000 USD for Zone B, or $94,000–$150,000 USD for Zone C, based on skills, experience, and location.
  • Total rewards may include cash compensation such as overtime and bonus or commissions if eligible.
  • Equity is included in the total rewards package.
  • Competitive compensation and benefits designed to support retention and motivation.
  • Flexible benefits that support a healthy lifestyle and changing employee needs.
  • Hybrid work model that supports in-person collaboration while valuing individual needs.
  • Accessible and inclusive hiring process with reasonable accommodations available for candidates with disabilities.

Interested in this position?

Apply directly on the company website

Apply Now

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