Toast
We power successful restaurants.
Boston, MA
Remote

Restaurant Success Manager at Toast

| Remote
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Toast is driven by building the restaurant platform that helps restaurants adapt, take control, and get back to what they do best: building the businesses they love.

The mission of Customer Success at Toast is to create raving fans and successful restaurants...and the Restaurant Success Manager (RSM) plays a critical role in fulfilling that mission.  While RSMs wear many different hats at once, they support one overarching goal → keep customers happy and grow their annual recurring revenue (ARR).   Customers that fall into this cohort have Toast ARR > $50K (~20% of total Toast customers). 

The RSM operates in a highly cross-functional role responsible for a regionally based book of business of $4M+, ranging from 10-60 customers (based on segmentation).  The RSM drives a wide variety of customer driven initiatives and should be exceptionally strong relationship builders and project managers.  Pivotal to this role is a strong ability to embrace a hospitality mindset, understand a customer’s goals and priorities, and translate them into strategic recommendations that will drive a high level of product adoption, satisfaction, referrals and customer retention.  

About this roll* (Responsibilities) 

The RSM role is centered around 4 key areas:

  • Relationship Builder
    • Build multiple layers of relationships with customer, including Toast execs, as needed
    • Act as main point of contact for customers across both corporate and field level
    • Update and maintain daily customer database entries (Salesforce) 
    • Own customer escalations to resolution by partnering with Care leadership internal teams
    • Facilitate regular cadence of communications with customer
    • Deliver cadenced strategic business reviews focused on sharing business plans, identifying customer insights, and addressing areas of strength and improvements
  • Product Expert
    • Have deep understanding of Toast product suite and ability to demo and discuss features and benefits to ensure customer is getting the most out of the product
    • Drive activation and adoption across Toast product suite; analyze product module usage and leverage internal tools/customer marketing strategies to increase adoption
    • Become trusted advisor/strategic partner by providing thought leadership on restaurant technology/operational trends and innovation
    • Partner with Marketing to find options for case studies and customer referrals 
  • Revenue Producer
    • Retain and grow existing SaaS revenue by understanding needs of each customer and recommending product modules to fit those needs
    • Facilitate customer references, as needed, to help GTM close new business
    • Retain and grow SaaS revenue through consultative engagement and product recommendation
  • Customer Advocate
    • Provide regular VOC feedback and feature requests to Product 
    • Create business cases, as needed, to invest in custom projects for top ARR customers
    • Build cross-functional partnerships and collaborate closely to engage customers when necessary

Do you have the right ingredients*? (Requirements)

  • 4+ years account management experience required
  • Experience providing technology or SaaS solutions to a client base a strong plus
  • Mid-Market, Top SMB, or Enterprise customer management experience a plus
  • Restaurant experience is a strong plus
  • Strong leadership, teamwork, communication & cross-departmental collaboration skills
  • Must be able to proactively drive customer value with some management oversight
  • 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
  • Strong organization skills and time management skills
  • Good experience of MS Office, G-Suite, Slack and Salesforce
  • Direct, honest communication style that operates with the highest level of integrity

Our Spread* of Total Rewards

  • Unlimited Vacation
  • Sabbatical opportunity after five years
  • Professional Development Reimbursement Program
  • Commitment to Employee Wellness through resources such as a quarterly Wellness Stipend
  • Various peer and company recognition programs 
  • 401(k) and matching
  • Medical, Dental, & Vision Coverage
  • Mental Health Benefits
  • Subsidized backup childcare

*Bread puns encouraged but not required

#LI-REMOTE

We are Toasters

Diversity, Equity, and Inclusion is Baked into our Recipe for Success.

At Toast our employees are our secret ingredient. When they are powered to succeed, Toast succeeds.

The restaurant industry is one of the most diverse industries. We embrace and are excited by this diversity, believing that only through authenticity, inclusivity, high standards of respect and trust, and leading with humility will we be able to achieve our goals.

Baking inclusive principles into our company and diversity into our design provides equitable opportunities for all and enhances our ability to be first in class in all aspects of our industry.

Bready* to make a change? Apply today!

Toast is committed to creating an accessible and inclusive hiring process. As part of this commitment, we strive to provide reasonable accommodations for persons with disabilities to enable them to access the hiring process. If you need an accommodation to access the job application or interview process, please contact [email protected]

For roles based in the United States:  As part of our commitment to the health and safety of our employees and their families, all individuals entering our US workspaces are required to provide proof of full vaccination against COVID-19 unless they have an approved medical or religious accommodation.

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Where we are

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.

Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • jQueryLibraries
    • ReactLibraries
    • AngularjsLibraries
    • ES6Libraries
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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 sync
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
Diversity Employee Resource Groups
We have 14 employee resource groups, known as Toast Communities, dedicated to empowering employees.
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Child Care 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
Sabbatical
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Happy Hours
Parking
Recreational Clubs
Fitness Subsidies
Home Office Stipend for Remote Employees
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

An Insider's view of Toast

How would you describe the company’s work-life balance?

Toast is a pretty special place to work. I really enjoy the collaborative and supportive work culture. Toast goes out of its way to take care of employees through additional days off to flexible hours to peer groups and training.

Brad

Senior Engineering Manager

How do you collaborate with other teams in the company?

Being a part of the R&D team, I collaborate closely with cross-functional partners like Product, Design, Quality and Documentation to ensure alignment across the team and ultimately execution. Since joining Toast, I have been stretched both technically and non-technically, grown my career and become a stronger engineer and a more effective leader.

Eden

Manager, Software Engineering

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 unique initiatives do you have that encourage innovation?

I love our bi-annual company-wide Hackathons! The mission is to provide all Toasters with the opportunity to innovate on Toast’s products, processes, & culture while fostering new connections between teams and people. I absolutely love seeing Toasters come together; the energy, enthusiasm, & passion for making Toast better is incredibly inspiring!

Jane

Senior Director of Product Management

How does the company support your career growth?

When Toast hires you, they immediately invest in you and give you every bit of support to ensure you are not only successful but in the best position for growth. Aside from the great support resources, Toast has a team of some of the smartest people in tech that I've been able to learn from.

Royce

Senior District Sales Manager

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