Senior Manager, Customer Advocacy at Toast

| Greater Boston Area
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We’re not your traditional tech company. We recognize that talented people often come from outside the tech space. No matter what your background is, there’s a place for you at Toast. We’ve 86’d the conventional workplace for one where people can truly bring their full selves to work. Together, we empower restaurants of all sizes to build great teams, increase revenue, improve operations, and delight their guests. We pair our deep understanding of the restaurant industry with powerful cloud based software and restaurant-grade hardware to deliver an intuitive all-in-one platform. Join us on our mission to empower the restaurant community to delight guests, do what they love, and thrive. 


Bready* to make a change?

Toast is looking for a Customer Advocacy Senior Marketing Manager to activate our thriving community to spread the word about Toast and deepen our existing customer engagement. In this role you will be responsible for maximizing the impact of advocacy from Toast customers and local industry partners by telling their stories and driving word-of-mouth referrals. You will be responsible for driving our annual customer awards and developing new strategies for engaging our existing customer base. The ideal candidate is someone who thrives within a fast-paced environment, has a strong understanding of the B2B marketing funnel, is data driven and can effectively create customer advocacy programs that deliver tangible results.


About this roll*:

  • Develop Toast’s advocacy marketing strategy and execute that strategy to drive quality referrals, increases customer satisfaction and deepens customer engagement with Toast
  • Build Toast’s advocacy marketing strategy and execute campaigns focused on driving nonlinear referral opportunity growth from all segments of the customer base
  • Onboard new advocacy management technology to scale with channel growth
  • Drive rapid development of customer-facing case studies that can support sales, marketing, customer success that can be leveraged across various channels, mediums and customer/partner use cases.
  • Manage a team responsible for our annual customer “Toasty Awards” to deepen customer engagement and drive referrals
  • Work closely within the Marketing organization to identify advocacy opportunities in strategic campaigns and within the customer lifecycle
  • Partner with Sales Enablement and Customer Success to develop training and activation programs that equip internal teams to solicit referrals from customers and local partners
  • Own and drive forward Toast customer case study program and production

Do you have the right ingredients*

  • BA/BS required
  • Salesforce and Marketo (or other CRM) experience preferred
  • 5+ years experience in B2B funnel marketing
  • Passion, empathy for customers
  • Data-driven mindset
  • Direct staff management experience
  • Experience building and optimizing customer communities to drive engagement
  • Strong copywriter and verbal communicator
  • Strong marketing background in managing a variety of effective end-to-end customer marketing programs, including but not limited to: loyalty, advocacy and reference programs, user groups and advisory boards, communications and promotions.
  • Ability to work effectively across the organization, especially with Sales and Customer Success, to influence behavior across multiple stakeholders
  • Adaptive, resilient and able to succeed in a fast-paced, changing, dynamic environment- with proven ability to manage multiple projects, people and priorities

*Bread puns encouraged but not required


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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • jQueryLibraries
    • ReactLibraries
    • AngularjsLibraries
    • ES6Libraries

Location

Toast is headquartered in the heart of Fenway. Catch a Sox game, grab a bite, and stroll through one of the trendiest neighborhoods in Boston.
Toast values candidates with varied backgrounds — and these 3 employees prove it
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An Insider's view of Toast

What’s the vibe like in the office?

Our office has both a relaxed but productive vibe. You'll see people with their heads down working, but you'll also see people hanging out and collaborating in open spaces. There's a good balance between work and play. When I'm not heads down coding, you'll find me playing guitar or hanging out in the Toast Pub.

Gabe Gonzalez

Associate Technical Sourcer, Previously: Software Engineer

How has your career grown since starting at the company?

I began as an Implementation Engineer, moved into instructional design, and now I am in my dream role as a Product Manager. This is afforded because Toast fosters a culture where experts in their domains are eager to give you a masterclass in what they do – you only need to ask and be willing to learn. This is the best perk when working at Toast.

Sean Park

Product Manager

What are some things you learned at the company?

Where should I start? For hard skills, I’ve learned more than I ever thought I would about Excel and Salesforce. I’ve also learned what it looks like when a company not only talks the talk, but walks the walk. We’ve been able to execute on what we’ve set out to do because we are willing to try new things, make mistakes, and learn from them.

Matt

Payments Relationship Manager

What are Toast Perks + Benefits

Toast Benefits Overview

Toast strives to provide competitive compensation and benefits programs that help to attract, retain and motivate the best and brightest people in our industry. Our total reward package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet our employees’ changing needs.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Team workouts
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Happy Hours
Parking
Recreational Clubs
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Time allotted for learning
Online course subscriptions available
Customized development tracks
Apply now
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