Restaurant Success Manager - Boston

| Greater Boston Area

The Restaurant Success Manager will operate as a key customer advocate for their assigned accounts driving customer satisfaction across their territory. This position will be responsible for key performance indicators of their assigned ~100+ customers. KPIs include customer NPS, expansion revenue, retention, and referral revenue. The RSM will own a defined geographic territory of highly valuable SMB 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 their location for in person meetings with key customers several times per year. The Restaurant Success Manager will become the customer’s key advocate within Toast creating a positive customer experience that ultimately results in the renewal of the subscription. This role will work directly with Sales, Support, Services, Product and Finance teams.

Primary Responsibilities

  • Maintain solid relationships with customers
  • Must be able to proactively drive satisfaction in customers with minimal oversight
  • Operate as a key customer advocate - develop and maintain strong relationship with customers with the goal of best in class customer success
  • Identify and upsell new opportunities into customers where applicable
  • 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 management role providing technology solutions to a client base
  • Restaurant experience is a strong plus
  • Strong leadership, teamwork, communication & cross-group collaboration skills
  • Must be able to proactively drive customers with minimal over sight.
  • 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
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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

What are Toast Perks + Benefits

Health Insurance & Wellness Benefits
Health Insurance Benefits
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