Manager, Customer Success

Responsibilities

• Directly manage a team of 7–8 international Customer Success Managers to drive growth, retention, and best-in-class customer experiences.
• Partner with Sales, Onboarding, and Product leadership to optimize the post-live customer journey and capture feedback.
• Act as a visible point of contact for complex customer escalations and acute restaurant concerns.
• Drive key performance metrics including revenue retention, Net Promoter Score (NPS), and product adoption.
• Manage and optimize Salesforce.com workflows to track book reviews and identify revenue opportunities.
• Foster a high-performance, collaborative, and inclusive culture across diverse global time zones.

Requirements

• Extensive background in Customer Success or Account Management, ideally within a fast-paced SaaS environment.
• Proven track record of formally leading teams or significant experience as a Senior/Lead CSM with a strong aptitude for mentorship.
• Ability to work independently and manage competing priorities within a high-growth, shifting international landscape.
• Exceptional communication, interpersonal, and writing skills for cross-functional global collaboration.
• A structured, analytical, and execution-oriented mindset with the ability to build processes out of ambiguity.

Preferred Qualifications

• Existing knowledge of the Toast product suite and international operations.
• Hands-on experience in the restaurant, hospitality, or commercial food service industry.
• Proficiency with CRM platforms (Salesforce) and collaborative tools like Slack and G-Suite.

About the Company

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.