Senior Customer Success Manager

Responsibilities

• Serve as a strategic advisor and main point of contact for a dedicated book of business, including complex historical customers and expanding mid-market accounts.
• Build multi-layered relationships with customers to drive retention and grow annual recurring revenue (ARR).
• Retain SaaS revenue through consultative engagement and tailored product recommendations based on specific customer needs.
• Drive product activation and adoption by analyzing usage patterns and leveraging internal marketing strategies.
• Facilitate customer demos and leverage deep product knowledge to ensure clients extract maximum value.
• Partner with internal leadership, sales, product, and onboarding teams to resolve escalations and provide Voice of Customer (VoC) feedback.

Requirements

• Must be located in Ontario, Canada.
• 6+ years of account management experience, specifically managing Mid-Market or Enterprise customer segments.
• Exceptional communication, presentation, and influencing skills suitable for C-suite executives.
• Proven track record of meeting and exceeding customer retention, adoption, and growth goals.
• Ability to operate independently and manage competing priorities in a fast-paced, shifting environment.
• General technical proficiency with software platforms.

Preferred Qualifications

• Experience providing technology or SaaS solutions to a commercial client base.
• Hands-on experience within the restaurant or hospitality industry.
• Familiarity with Salesforce CRM, MS Office, G-Suite, and Slack.

Benefits

• Competitive base salary ranging from $81,000 to $130,000 CAD.
• Comprehensive total rewards package including cash compensation (overtime, bonus/commissions if eligible) and equity.
• Flexible benefits designed to support a healthy lifestyle and changing personal needs.

About the Company

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