Customer Success Manager, Retail

Bready* to make a change? Toast sure is bready! 

This year, Toast expanded our best-in-class POS platform and service offerings to begin to service the Retail industry including convenience stores, bottle shops and grocery stores. In support of this expansion, Toast is on the search for best-in-class talent to build out our Retail Customer Success Team. This is a great opportunity to be at the ground floor of a growing business unit within Toast, and to build the foundation for an exceptional customer experience for our Retail customers.

The new Retail Customer Success team will work alongside our Restaurant Success teams, but will be focused on retail-only and hybrid customers. Here they'll be supported by our enablement/operations teams and have access to a robust Customer Success network. But they'll have a unique opportunity to scope and build new workflows, playbooks and advocacy programs for our newest set of customers. They'll help build customer profiles and refine engagement models, and advocate for what this growing customer needs as we continue to build out the product. All this will require tenacity, creativity, insight and empathy. We also find a touch of knowledge and love for the industry helps too.

As a dedicated Customer Success Manager for our key accounts, you serve as the customer's main point of contact, trusted advisor, and drive a wide variety of customer driven initiatives. You are a strong relationship builder, understand a customer's goals and priorities, and translate them into strategic recommendations that will drive a high level of product adoption, satisfaction, referrals and customer retention. 

This is not your average CSM or Account Management team; in joining this team, you will be part of building a scaled Customer Success model. Composed of multiple teams, the Scaled CS team is evolving to better the customer experience. Furthermore, for the Retail business unit you will be working closely with cross-functional partners across the organization and collaborating to support a rapidly growing business unit. We are seeking an individual who is flexible, adaptable, and motivated by change.

About this roll* (Responsibilities)

• Work closely with cross-functional partners in New Business Sales, Onboarding and Growth Sales Leadership to ensure proper alignment on pursuing opportunities for revenue growth
• Work closely with cross-functional partners in Product, BizOps, Care, Education and Professional Services to drive the highest levels of customer success throughout the customer journey
• Build relationships and trust with customers through thoughtful attention and advocacy to drive the customer flywheel and increase referral opportunities
• Retain & grow SaaS revenue through consultative engagements and new product recommendations tailored to the specific needs of each customer
• Drive activation and adoption across Toast product suite by leveraging internal tools & resources to analyze product usage, demonstrate value & facilitate trainings
• Confidently navigate all Toast POS modules & have a working knowledge of our partner landscape
• Leverage Toast product knowledge to facilitate customer demos, troubleshoot basic functions of the POS and ensure the customer is getting the most out of Toast
• Ask discovery questions to uncover growth opportunities, referrals and location expansion
• Actively look for opportunities to operate at scale, including collaborating with cross-functional partners 
• Up to 10% travel locally for customer site visits with activities ranging from pre-live meet & greets to post-live technical consultations (This is dependent on proximity and availability of retail customers)

Do you have the right ingredients*? (Requirements)

• 2+ years of Account Management, Sales or equivalent experience, responsible for customer satisfaction and business operations
• 2+ years of retail industry experience and knowledge (Grocery stores, bottle shops, convenience stores
• Success operating independently and navigating competing priorities in a constantly changing environment
• High technical aptitude allowing for quick learning and adoption of technical concepts and language
• Proven track record of success in meeting and exceeding goals
• Excellent communication, organizational, and influencing skills 
• Flexibility & adaptability 
• Problem solving mindset, ability to think critically

Special Sauce* (Non-essential Skills/Nice to Haves)

• 1+ years of experience using a POS (Point of Sale) software, ideally in the service or retail industry 
• Experience working in the tech industry or for a SAAS company 
• Experience with Salesforce CRM, MS Office, G-Suite, and Slack

Our Spread* of Total Rewards

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. Learn more about our benefits at https://careers.toasttab.com/toast-benefits.

*Bread puns encouraged but not required

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