Customer Success Manager II

Overview

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.

At Toast, we are on a mission to help restaurants thrive by delivering technology that meets their needs today and empowers their future success. We are building the restaurant platform that allows businesses to adapt, take control, and focus on what they love: creating amazing dining experiences. Because our technology is purpose-built for restaurants by restaurant people, we understand the unique challenges of the industry and are committed to powering the restaurant of the future.

Founding Customer Success Manager (CSM) in Australia — you will play a key role in establishing Toast’s presence in a new market, shaping our approach to customer success, and helping build the foundation for long-term growth. This is an opportunity to take ownership of the customer experience from the ground up, working closely with a global team to drive adoption, satisfaction, and expansion across a growing customer base.

This role requires an entrepreneurial mindset, adaptability, and a hospitality-first approach to building strong customer relationships. You’ll need to thrive in an ambiguous, fast-moving environment, be comfortable working autonomously, and navigate time zones effectively while collaborating with stakeholders across the UK, US, and beyond.

We are seeking a candidate who currently lives in Australia. 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. This is a hybrid role, with up to two days per week in the Sydney office (office location in Sydney is TBD).

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
- Develop a deep understanding of the Toast product suite and provide expert guidance to customers on features and best practices
- Drive activation and adoption across Toast product suite by analyzing product module usage and leveraging 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 cadence strategic business reviews focused on sharing business plans, identifying customer insights, and addressing areas of strength and improvements

Qualifications

- 4+ years of experience in Customer Success, Account Management, or a related field; experience in the restaurant industry is a strong plus
- Experience supporting SaaS or technology solutions for businesses, preferably in Mid-Market, Top SMB, or Enterprise segments
- Ability to work independently while staying highly collaborative across global teams
- Exceptional communication and influencing skills, with the ability to build trust and drive outcomes
- Entrepreneurial mindset and adaptability to thrive in a dynamic, high-growth environment
- Strong organizational skills with the ability to manage multiple priorities
- Proficiency with Salesforce, MS Office, G-Suite, and Slack
- Willingness to travel (~40%) within the assigned Australian region to meet customers and support their success

Special Skills (Nice to Have)

- 1+ years of experience using a POS (Point of Sale) software, ideally in the service industry
- Experience managing customers in Mid-Market, Top SMB, or Enterprise segments
- Experience with Salesforce CRM, MS Office, G-Suite, and Slack

Our 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

careers.toasttab.com/toast-benefits

Bread puns encouraged but not required

Diversity, Equity, and Inclusion

We bake DEI into our recipe for success. At Toast, our employees are our secret ingredient—when they thrive, we thrive. The restaurant industry is diverse, and we embrace that diversity with authenticity, inclusivity, respect, and humility. By embedding these principles into our culture and design, we create equitable opportunities for all and raise the bar in delivering exceptional experiences.

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 careers page: careers.toasttab.com/locations-toast

Apply today

Toast is committed to creating an accessible and inclusive hiring process. 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 candidateaccommodations@toasttab.com.

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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.

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