Customer Success Manager
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
The International Customer Success Manager (CSM) plays a critical role in delivering Toast’s promise of helping restaurants succeed. As a part of the Customer Success team, CSMs foster trust, happiness, and growth across a diverse portfolio of customers. They focus on retention, expansion, and advocacy while driving adoption of Toast’s product suite and delivering meaningful, measurable results.
As an International CSM, you will join a fast-growing global team. You’ll thrive in an environment that requires agility, flexibility, and creativity. This highly cross-functional role will challenge you to embrace a hospitality mindset, deeply understand customer goals, and translate them into strategic recommendations that drive product adoption, satisfaction, and long-term success. You’ll also play a critical role in scaling processes and testing new workflows to meet the needs of a rapidly growing customer base.
You can expect to spend 1 day a week onsite with customers, 1 day a week in the London office, with flexibility to also work remotely.
What you'll do (Responsibilities)
- Build relationships with customers, facilitate regular cadence of communications, and maintain daily database entries through Salesforce
- Retain and grow SaaS revenue through consultative engagement and product recommendation by understanding needs of each customer
- Drive activation and adoption across Toast product suite by analyzing product module usage and leverage internal tools/customer marketing strategies
- Leverage your Toast product knowledge to facilitate customer demos and ensure the customer is getting the most out of their Toast experience
- Partner with internal leadership teams to own customer escalations to resolution, provide regular Voice of Customer feedback, and facilitate customer references/referrals
- Deliver cadenced strategic business reviews focused on sharing business plans, identifying customer insights, and addressing areas of strength and improvements
What you'll need to thrive (Requirements)
- 4+ years of Account Management experience, responsible for customer satisfaction and business operations
- Success operating independently and navigating competing priorities in a constantly changing environment
- General technical proficiency using software
- Proven track record of success in meeting and exceeding goals
- Excellent communication, organizational, and influencing skills
What will help you stand out (Non-essential Skills/Nice to Haves)
- 1+ years of experience using a POS (Point of Sale) software, ideally in the service industry
- Experience managing customer in Mid-Market, Top SMB, or Enterprise segments
- Experience working in the tech industry or for a SAAS company
- 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. Learn more about our benefits at https://careers.toasttab.com/toast-benefits.
How Toast Uses AI in its Hiring Process
Throughout the hiring process, our goal is to get to know you. We use AI tools to support our recruiters and interviewers with tasks like note-taking, summarization, and documentation of interviews to ensure they can be fully focused on your conversation. All hiring decisions are made by people. We ask that you complete interviews and assessments on your own, without real-time AI tools, recording, or transcription bots, unless we tell you otherwise in advance. To learn more: https://careers.toasttab.com/ai-in-hiring
Our Approach to Hybrid Working
We embrace a hybrid work model that fosters in-person collaboration while valuing individual needs. Our goal is to build a strong culture of connection as we work together to empower the hospitality community, regardless of location. Please visit the Locations page on our career site to learn more about our in-office expectations by region: https://careers.toasttab.com/locations-toast
People Are the Secret Ingredient in Our Recipe for Success
At Toast, our employees are our secret ingredient—when they thrive, we thrive. The restaurant industry brings together people with a wide range of backgrounds, experiences, and perspectives, and we value that same breadth at Toast. We strive to build a culture grounded in authenticity, respect, and humility, where every Toaster has a real opportunity to grow, contribute, and do their best work—raising the bar in delivering exceptional experiences for our customers and each other.
We Thrive Together
We embrace a hybrid work model that fosters in-person collaboration while valuing individual needs. Our goal is to build a strong culture of connection as we work together to empower the restaurant community. To learn more about how we work globally and regionally, check out: https://careers.toasttab.com/locations-toast.
Apply today!
Toast is committed to creating an accessible and inclusive hiring process. As part of this commitment, we strive to provide reasonable accommodations for persons with disabilities to enable them to access the hiring process. If you need an accommodation to access the job application or interview process, please contact [email protected].
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For roles in the United States, it is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Skills Required
- 4+ years of Account Management experience with responsibility for customer satisfaction and business operations
- Ability to operate independently and navigate competing priorities in a changing environment
- General technical proficiency using software
- Proven success meeting and exceeding goals
- Excellent communication, organizational, and influencing skills
- 1+ years of experience using point-of-sale software, ideally in the service industry
- Experience managing Mid-Market, Top SMB, or Enterprise customers
- Experience in the technology industry or with a SaaS company
- Experience with Salesforce CRM, Microsoft Office, Google Workspace, and Slack
What the Team is Saying
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Toast Compensation & Benefits Highlights
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Leave & Time Off Breadth — Flexible PTO, paid company holidays, generous paid parental/family/medical leave, and a paid sabbatical after five years are core parts of the package. U.S. materials also highlight a robust time-off baseline as of 2026.
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Parental & Family Support — Sixteen weeks of paid parental leave for all parents with additional weeks for birthing parents, plus fertility and family-forming support (e.g., Carrot), are emphasized. Subsidized backup child and adult care further supports caregivers.
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Wellbeing & Lifestyle Benefits — No‑cost mental‑health therapy/coaching, a wellness stipend, and financial education expand support beyond core insurance. Professional development reimbursement, work‑enablement stipends, and volunteer/donation programs round out lifestyle-oriented offerings.
Toast Insights
What We Do
Toast is the all-in-one platform built for restaurants of all sizes. Toast provides a single platform of software as a service (SaaS) products and financial technology solutions that give restaurants everything they need to run their business, including point of sale, payments, supplier management, digital ordering and delivery, marketing and loyalty, and team management. By serving as the restaurant operating system across dine-in, takeout, and delivery channels, Toast helps restaurants increase revenue, streamline operations and deliver amazing guest experiences.
Why Work With Us
Our recipe for an awesome workplace: One splash of friendship A dollop of impact A sprinkle of no hierarchy & A heavy spoonful of individuality Mix these ingredients in a fast-paced and hardworking environment. Best paired with a side of interesting people who always bring their whole selves to work. *100% Sunday scary free
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Toast Teams
Toast Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
