Customer Success Manager Ii

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. To thrive as a Customer Success Manager at Toast, you are flexible, a customer champion, and excel in ambiguous environments

As a **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.

**About this**_roll_** (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 leverage 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 cadenced strategic business reviews focused on sharing business plans, identifying customer insights, and addressing areas of strength and improvements

**Do you have the right**_ingredients*_**? (Requirements)**
- 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 Sauce* (Non-essential Skills/Nice to Haves)**
- 1+ years of experience using a POS (Point of Sale) software, ideally in the service industry
- Experience managing customer in Mid-Market, Top SMB, or Enterprise segments
- Experience with Salesforce CRM, MS Office, G-Suite, and Slack

**Our Spread* of Total Rewards**
- **Bread puns encouraged but not required**

**Diversity, Equity, and Inclusion is Baked into our Recipe for Success**

At Toast, our employees are our secret ingredient—when they thrive, we thrive. The restaurant industry is one of the most 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**
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