Toast: Digital Ordering Program Lead
401 Park Drive
Boston, MA 02215

Employee Testimonials

Maura Grimes Toast
Edmund Korley Toast

Office Tour Photos

Video

Toast Overview:

Toast is a rapidly growing startup building the first all-in-one restaurant management software platform. Toasts Android tablet based system helps restaurants operate more efficiently and connect with their customer base in new and innovative ways. Were growing fast and have a customer base comprised of cafes, restaurants, bars and nightclubs across the country. We work hard and care about our customers success and we have a lot of fun doing it. As a startup, we move fast and have a lot of opportunity for career growth, so if youre passionate about your work and want to be in a fun and growing industry, join us! You will be helping Toast to grow our business across the US and internationally.

Job Summary:

The Digital Ordering Program Lead for Customer Success will be directly responsible for moving the needle on adoption of Toasts Digital Ordering product suite (Online Ordering, Toast TakeOut, GrubHub integration, etc). As a key to Toasts customers bottom line growth, as well as a lynchpin to Toasts consumer strategy, Digital Ordering represents a core pillar to the overall success of the Toast platform. The individual occupying this role will be a senior member of the team skilled in cross-functional program management and consultative selling practices, with a high degree of analytical and operational prowess. S/he will drive cross-functional initiatives that bolster upsell revenue and adoption of Digital Ordering, identify (and in many cases deliver) enablement and content strategies to improve focus on opportunities that drive adoption and revenue of the product, find and pull levers to advance core KPIs to ensure success, and maintain a high level of communication across the Toast organization. This individual should possess strong project management know-how. S/he will partner deeply with members of Support, Services, Education, Enablement, Product, Customer Marketing, and Restaurant Success at all levels to run a set of OKRs hinged on the build-up and success of Digital Ordering.

Job Responsibilities:

  • Serve as the Customer Success Digital Ordering leader.
  • Develop and maintain core KPIs and OKRs that ensure visibility into and success of the Digital Ordering product.
  • Identify and help drive delivery of department-level initiatives that increase adoption and core revenue of Digital Ordering.
  • Partner with Customer Marketing to drive DO adoption efforts at scale.
  • Build department- and initiative-level playbooks that ensure success against core KPIs.
  • Represent Customer Success in cross-functional Digital Ordering efforts, such as commercialization meetings, product readiness meetings, OKR reviews, etc.
  • Serve as the main Customer Success driver to achieve month-over-month record adoption and upsell goals.
  • Constantly identify new and innovative ways to drive net revenue and adoption increases across the DO product (Value Maximization).
  • Uncover and create opportunities to drive customer growth (revenue, expansion, efficiency, etc) throughout different elements of the customer journey.
  • Act as an advocate for Toasts customers by acquiring customer feedback on the DO product, closing the loop with internal teams such as Product and Engineering, and advocating for customer needs in prioritization efforts.
  • Work with IT and BI teams to implement and improve reports, system rules & workflows, dashboards, automated emails, surveys, and more
  • Help drive an evolving company-wide culture of customer centricity

Experience/Qualifications:

  • 5+ years in customer or sales functions
  • Must have worked for a high growth technology company
  • Restaurant experience a significant plus
  • Extensive experience leading large cross-functional initiatives
  • Excellent communication, interpersonal and writing skills
  • Enthusiastic about technology with demonstrated technical aptitude; experience at a technology company or relevant consultancy is ideal
  • Strong project management skills and an ability to multitask without getting frazzled
  • Love for teamwork and commitment to building a world-class, enterprise-class global customer experience together
  • Creative, analytical and execution-oriented
  • Ability to effectively operate both strategically and tactically
  • Value and thrive in an environment of learning and interacting with high-capability, high-energy people
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.​"