The Mid-Market Restaurant Success Manager(RSM) will operate as a key customer advocate for his/her assigned
accounts driving customer satisfaction across his/herterritory. This position will be responsible for key performance
indicators of their assigned ~30 Mid-Market level customers. KPIs include customer NPS, expansion revenue,
retention, and referralrevenue. The RSM will own a defined geographic territory of highly valuable Mid-Market
customers.

Pivotal to this role is a strong value to understand customer empathy and to drive a high level of customer
satisfaction across their customer base. This is a key role within the business and the employee will proactively
engage in the on-going management of their accounts including the topics related to customer satisfaction, feedback
on the solution and driving value from our solution. The RSM is expected to conduct quarterly business reviews with
their customers and travel to theirlocation forin person meetings with key customers several times per year. The
RSM will become the customer’s key advocate within Toast creating a positive customer experience that ultimately
results in the customer’s renewal and referral. This role will work directly with Sales, Support, Services, Product and
Finance teams, as well as Toast leadership across the company.

Primary Responsibilities
● Consistently drive strong relationships with your customers with minimal oversight.
● Operate as a key customer advocate within Toast by establishing productive and usefulrelationships
across various teams within Toast.
● Identify and upsell new opportunities into customers where applicable.
● Quarterback complex technical issues thatresults in swiftresolution and customer advocacy.
● Coordinate with customer, business users and decision makers to ensure timely contract and
subscription renewals.
● Be a strong negotiator with excellent experience.
● Update and maintain Customer database (SF.com) as appropriate.
Requirements:
● 4+ years working in an account managementrole providing technology solutions to a client base
● Mid-Market, Top SMB, or Enterprise customer management experience required
● Restaurant experience is a strong plus
● Strong leadership, teamwork, communication & cross-group collaboration skills
● Must be able to proactively drive customer value with minimal oversight.
● Proven track record of sustaining and growing complex relationships including closing the renewal, upsell
/ crosssell opportunities
● Highly motivated, passionate over achiever, team player, facilitator
● Entrepreneurial spirit/mindset, flexibility toward dynamic change
● Incredibly detailed oriented
● Ability to perform in a fast paced environment
● Good experience of MS Office and SF.com
● Familiarity with the forecasting process and exceeding a target goal and quota
● Direct, honest communication style and operate with the highest level of integrity

Travel:
10-20% travel, primarily local during the business day, although some projects may require more
out-of-the-area and overnight travel.