Sr. Customer Success Manager I, SMB – Account Strategy

25 minutes ago
Full-time
Senior
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 Account Strategy phone and chat line while meeting service levels and schedule expectations.
  • Lead consultative, value-based conversations tailored to each customer’s business and tech stack.
  • Handle objection resolution, competitive discussions, and contract and pricing negotiations with confidence and empathy.
  • Diagnose customer needs quickly and recommend the best path forward for growth and success.
  • Act as the voice of the customer by surfacing feedback to internal partners and leadership.
  • Document interactions, outcomes, and customer feedback accurately with strong data hygiene and case management.
  • Use data, account insights, and internal tools to support account strategy and real-time decisions.
  • Operate in a repeatable, scalable motion while delivering personalized customer experiences.
  • Collaborate cross-functionally with Sales, Support, Product, and Finance to support outcomes and escalation paths.

Requirements

  • 5+ years of experience in Account Management, Customer Success, or retention-focused roles, with BDR or Account Management experience.
  • Experience working in high-volume, queue- or case-based environments with strict service-level adherence and real-time prioritization.
  • Demonstrated ability to build trust and navigate complex customer conversations.
  • 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.
  • Self-starter who can quickly assess complex scenarios and drive resolution.
  • Hospitality or restaurant industry experience is preferred.
  • Payments or credit card processing knowledge is preferred.
  • Experience in SaaS or tech environments is preferred.
  • Familiarity with Salesforce, Five9, Hex, ChiliPiper, G-Suite, and Slack is preferred.

Benefits

  • Base salary range of $95,000–$152,000 USD in Zone A, $83,000–$133,000 USD in Zone B, or $75,000–$120,000 USD in Zone C.
  • Total rewards may include cash compensation such as overtime and bonus/commissions if eligible.
  • Equity is included in the total rewards package.
  • Benefits are included in the total rewards package.
  • Hybrid work model with in-person collaboration and regional flexibility.
  • 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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