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