Sr. Manager Customer Success I, RMM

Job Description

Toast creates technology to help restaurants and local businesses succeed in a digital world, helping business owners operate, increase sales, engage customers, and keep employees happy.

A Day in The Life

As a Senior Customer Success Manager I, you’ll be the main strategic advisor and 'quarterback' for a regional book of business. You will personally look after 25–35 corporate accounts, where each client represents a multi-location restaurant brand ranging from 16–50 locations.

This is a highly proactive, relationship-driven role. You will partner with everyone from on-the-ground restaurant operators to corporate executives and founders. Your main focus is simple: help your clients fully adopt our platform, protect them from leaving for competitors, and unlock revenue growth across your entire portfolio.

What You'll Do (Responsibilities)

• Use data to objectively prioritize high-value clients and protect recurring revenue.
• Run high-impact business reviews with C-suite executives, mapping Toast’s products directly to their long-term growth and ROI.
• Keep your clients happy and on board while spotting natural opportunities to introduce new features that solve their business challenges.
• Dig into usage data and account health scores to show clients the exact, measurable value they are getting from Toast.
• Team up with Product and Leadership to quickly resolve complex client issues, bringing the 'Voice of the Customer' back to our internal teams.
• Keep Salesforce up to date so your portfolio runs smoothly and efficiently.

What You'll Need to Thrive (Requirements)

• 6+ Years of SaaS Account Management: Experience owning a corporate book of 25–35 accounts with a multi-million dollar revenue footprint.
• Executive Presence: Excellent presentation skills and a natural ability to speak clearly and concisely to busy, fast-moving executives.
• Strategic Problem Solving: A history of solving client problems through creative business solutions, rather than just passing the buck or opening an internal ticket and waiting.
• Commercial Experience: Real accountability for holding onto revenue, managing renewals, or driving expansion goals with external clients.

What Helps You Stand Out (Nice to Haves)

• Background working directly in the restaurant industry, hospitality, or restaurant tech space.
• High comfort level with Salesforce, G-Suite, and using tools (including modern AI workflows) to speed up your daily administrative tasks.
• Experience with Salesforce CRM, MS Office, G-Suite, and Slack

AI at Toast

At Toast, one of our company values is that we're hungry to build and learn. We believe learning new AI tools empowers us to build for our customers faster, more independently, and with higher quality. We provide these tools across all disciplines, from Engineering and Product to Sales and Support, and are inspired by how our Toasters are already driving real value with them. The people who thrive here are those who embrace changes that let us build more for our customers; it’s a core part of our culture.

Our Total Rewards Philosophy

We strive to provide competitive compensation and benefits programs that help to attract, retain, and motivate the best and brightest people in our industry. Our total rewards package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet Toasters’ changing needs.