Manager, Customer Success

Responsibilities

• Directly manage a team of 7–8 international Customer Success Managers to drive growth and retention goals.
• Partner with Sales, Onboarding, and Product leadership to optimize the post-live customer journey.
• Act as a visible point of contact for complex customer escalations and acute issues.
• Exceed key performance metrics including revenue retention, NPS, and product adoption.
• Manage and optimize Salesforce.com workflows to track book reviews and 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 SaaS environment.
• Proven track record of formal leadership or a strong history of mentorship and people development.
• Ability to work independently and manage competing priorities in a high-growth, ambiguous landscape.
• Exceptional communication, interpersonal, and writing skills for cross-functional global collaboration.
• A structured, analytical, and execution-oriented mindset.

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.