Toast: Client Success Manager
401 Park Drive
Boston, MA 02215

Employee Testimonials

Maura Grimes Toast
Edmund Korley Toast

Office Tour Photos

Video

Job Summary

The Client Success Manager will operate as a key customer advocate for their assigned accounts
driving customer satisfaction across their territory. This position will be responsible for key performance
indicators of their assigned 8 - 15 customers. KPIs include customer NPS, expansion revenue,
retention, and referral revenue. The CSM will own a defined geographic territory of highly valuable
SMB customers.

Job Responsibilities

  • Maintain solid relationships with customers
  • Must be able to proactively drive satisfaction in customers with minimal oversight
  • Operate as a key customer advocate - develop and maintain strong relationship with
    customers with the goal of best in class customer success
  • Identify and upsell new opportunities into customers where applicable
  • Coordinate with the customer, business users, and decision makers to ensure timely contract
    and subscription renewals
  • Be a strong negotiator with excellent experience
  • Update and maintain Customer database (SF.com) as appropriate

Experience/Qualifications

  • 4+ years working in an account management role providing technology solutions to a client
    base
  • Strong leadership, teamwork, communication & cross-group collaboration skills
  • Must be able to proactively drive customers with minimal oversight.
  • Proven track record of sustaining and growing complex relationships including closing the
    renewal, upsell / cross-sell opportunities
  • Highly motivated, passionate overachiever, team player, facilitator
  • Entrepreneurial spirit/mindset, flexibility toward dynamic change
  • Incredibly detailed oriented
  • Ability to perform in a fast paced environment
  • Good experience of MS Office and SF.com
  • Familiarity with the forecasting process and exceeding a target goal and quota
  • Direct, honest communication style and operate with the highest level of integrity

Communications/Interactions

Pivotal to this role is a strong value to understand customer empathy and to drive a high level of
customer satisfaction across their customer base. This is a key role within the business and the
employee will proactively engage in the on-going management of their accounts including the topics
related to customer satisfaction, feedback on the solution and driving value from our solution. The
CSM is expected to conduct quarterly business reviews with their customers and travel to their location
for in person meetings with key customers several times per year. The Client Success Manager
will become the customers key advocate within Toast creating a positive customer experience that
ultimately results in the renewal of the subscription. This role will work directly with Sales, Support,
Services, Product and Finance teams.

#LI-ES1

Full-time

Why We Work Here

Maura Grimes Toast
Maura Grimes
Field Service Coordinator

"Ahh toast is awesome! The people, the culture, the bouncy balls, the crazy customers, the killer POS system, and the incredible talent floating through the air. "

Edmund Korley Toast
Edmund Korley
Software Engineer

"I've been participating in the Toast2Toast mentoring project. As a relatively new engineer at Toast, getting the opportunity to discuss technical (and other) topics with a mentor has been really valuable."

Kendal Austin Toast
Kendal Austin
Sr. Marketing Manager

"I have a degree in Marketing Communications and have worked in B2B technology my entire career. My background ranges from social media to paid programs to product marketing. I heard about Toast from a mentor and was connected with the co-founder on LinkedIn. As the second Marketing hire at Toast, I've had the opportunity to be a generalist as well as a specialist, moving where I was needed as the team grew."

Archie Grace Toast
Archie Grace
Engineering Manager

"I looked at a lot of start-ups during my last job search and Toast was by far the most exciting. It was instantly obvious to me how the product is useful to people and why someone might want to buy it. The proof of that has been in the way we have grown and the excitement we have already generated. However, what really excites me about the company is that I feel like we are just scratching the surface in terms of what we can accomplish. There are SO many untapped opportunities around our product and as we continue to grow, I am excited about being able to explore them more.​"