*Applicant must be located in Atlanta, Georgia*

Toast is driven by building the restaurant platform that helps restaurants adapt, take control, and get back to what they do best: building the businesses they love.

Bready* to make a change?

As a Customer Success Manager, Toast’s way of saying an “Account Manager”,  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. 

The SMB CSS team operates in a highly cross-functional role responsible for a regionally based book of business of our most influential & highest revenue SMB customers. These CSMs will be located in specific geographic regions. They will be hyper-focused on helping customers navigate Toast early in their customer journey. 

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. 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 customers)

Do you have the right ingredients*? (Requirements)

• 2+ years of Account Management, Sales or equivalent experience, responsible for customer satisfaction and business operations
• 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 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

#LI-DNI

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

As a Senior Customer Success Manager I, Toast’s version of an “Account Manager”, you act as the primary point of contact and trusted advisor for your customers, driving strategic initiatives that strengthen adoption, satisfaction, and long-term retention. You excel at building strong relationships, understanding customer goals, and translating those into clear, actionable recommendations that deliver measurable value.

The SMB CSS team manages regionally assigned books of business consisting of our highest-revenue and most influential SMB customers. This role will support a diverse portfolio that includes a high volume of Spanish-cuisine restaurants and Spanish-speaking owners/operators. You will guide these customers through early adoption, navigate cultural and operational nuances, and ensure they receive a tailored and seamless Toast experience.

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. We are seeking an individual who is flexible, adaptable, and motivated by change.

What you'll do (Responsibilities)

• Manage a regionally based book of customers, many of whom operate Spanish-cuisine concepts and Spanish-speaking businesses, and deliver tailored guidance that aligns with their operational workflows and communication preferences.
• Partner closely with New Business Sales, Onboarding, and Growth Sales Leadership to coordinate revenue-driving opportunities aligned with each customer’s stage and goals.
• Collaborate cross-functionally with Product, BizOps, Care, Education, and Professional Services to ensure customers receive a unified and high-quality experience throughout the Toast journey.
• Build credibility and trust with customers through consistent communication, cultural awareness, tailored recommendations, and proactive advocacy.
• Retain and grow SaaS revenue through consultative engagements, strategic product recommendations, and clear value articulation.
• Drive activation and adoption across the full Toast product suite using internal tools to analyze usage trends, identify gaps, and lead training that reinforces value.
• Confidently navigate Toast POS modules and relevant partner integrations to support troubleshooting and help customers maximize product effectiveness.
• Conduct discovery to identify expansion opportunities, customer referrals, and multi-location growth.
• Contribute to scalable Customer Success workflows and partner with cross-functional teams to refine processes for the broader Emerging Market motion.
• Travel for onsite visits, including pre-go-live introductions, post-live technical reviews, and relationship-building sessions (based on customer concentration).

What you'll need to thrive (Requirements)

• Must be located within 25 miles of NYC
• Fluent/Bilingual in Spanish and English (written and verbal); able to support Spanish-speaking customers across business, operational, and technical conversations.
• 5+ years of Account Management, Customer Success, Sales, or comparable experience managing customer satisfaction and business operations.
• Demonstrated ability to operate independently, organize competing priorities, and execute effectively in fast-moving environments.
• Strong technical aptitude with the ability to quickly learn new tools, workflows, and product concepts.
• Proven track record of exceeding goals in growth, retention, and/or customer engagement metrics.
• Exceptional communication, relationship-building, and influencing abilities.
• Adaptable, flexible, and comfortable navigating change.
• Critical thinking and problem-solving mindset.

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 or industry
• 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.

#LI-DNI