Sr. Manager, Customer Marketing

| Boston

Toast is a simple, powerful, all-in-one restaurant management platform. Built for restaurant success, our innovative technology is reinventing the restaurant experience for operators and guests alike. Toast was named to the 2017 Forbes Cloud 100 list and recently raised a $101MM Series C round of funding.

At Toast we are laser focused on Customer Success. This role will be a critical role as we continue to scale our customer success efforts across our growing restaurant base. As part of this role, you will be responsible for designing and implementing new programs that will empower the Toast user base to get the most out of our product. You will drive product adoption of both our core product and our add-on modules.

Job Description/Responsibilities:

Product Adoption/Customer Success:

  • Design new marketing programs intended to drive product adoption and create unique customer experience for Toast customers
  • Build targeted and automated communications helping to drive product adoption and usage
  • Evaluate and balance ARR growth and customer success as key components of communication strategy
  • Partner with Product and Education teams to develop best practices for product adoption

Upsell/ARR Growth

  • Build strategy for and drive the product upsell process for entire Toast customer base
  • Responsible for growing upsell ARR per customer
  • Automate and streamline customer upsell process, partnering with internal stakeholders to create a low touch model while maintaining our high standards for customer success
  • Execute on marketing and communication plans to achieve incremental ARR goals
  • Enable Account Management team to be restaurant consultants, arming them with product collateral and best practices

Key Metrics:

  • Upsell ARR
  • Product adoption and NPS

Requirements:

  • BA/BS, MBA a plus
  • 5+ year experience in Marketing
  • Restaurant or restaurant technology experience preferred
  • Skilled written and verbal communicator, with comfort presenting in front of large audience
  • Data-driven, balancing intuition with measurable results, analyzing and communicating using data
  • Ability to work across the organization, heavily influencing priorities across multiple stakeholders
  • Ability to work and thrive in a fast-paced, rapidly changing work environment
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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • jQueryLibraries
    • 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.
401 Park Dr Suite 801 , Boston, MA 02215

Insider's spotlight

What are some social events your company does?

Toast puts a major focus on culture and centers its events around keeping Toasters engaged and social. In the past 6 months alone, we’ve had a competitive field day, a summer appreciation event (with a bonfire, food, drinks, and music), and a fall cookout where we had a pig roast and potluck. One of our own employees even performed with his band.

Brittany Rothstein

Training Content Specialist

What does your typical day look like?

Most mornings I take a second stab at a problem from the day before. With a good night of sleep I can look at things in a new light. If I’m still blocked, I’ll pair with someone after lunch. I love pairing with my teammates. Each of them offer something different and there are no egos on the table which creates an amazing learning environment.

Lisa Pan

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

Perks of working here

401(K)
Beer on Tap
Casual Dress
Commuter Benefits
Company Equity
Company Outings
Conferences & Training
Happy Hours
Health Benefits
Parking
Recreational Clubs
Stocked Kitchen
Unlimited Vacation
Volunteering Opportunities
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