Guest Engagement Program Lead, CS

| Greater Boston Area

We’re not your traditional tech company. We recognize that talented people often come from outside the tech space. No matter what your background is, there’s a place for you at Toast. We’ve 86’d the conventional workplace for one where people can truly bring their full selves to work. Together, we empower restaurants of all sizes to build great teams, increase revenue, improve operations, and delight their guests. We pair our deep understanding of the restaurant industry with powerful cloud based software and restaurant-grade hardware to deliver an intuitive all-in-one platform. Join us on our mission to empower the restaurant community to delight guests, do what they love, and thrive. 

Bready* to make a change?

The Guest Engagement Program Lead, Customer Success, will be directly responsible for driving adoption and attachment of Toast’s Guest Engagement product (Email Marketing, CRM, etc.). As a key to Toast’s customers’ top line growth, as well as a lynchpin to Toast’s consumer strategy, Guest Engagement represents a core pillar to the overall success of the Toast platform. 

The person in this role will be a member of a cross-functional team driving program management and commercialization practices and will have a high degree of analytical and operational prowess. S/he will define and lead the initiatives that will contribute to up-sell revenue and adoption of Guest Engagement, identify and deliver both enablement and content strategies to improve adoption and revenue, create and manage KPIs to ensure program success, and maintain a high level of communication across multiple groups within the Toast organization. This individual should possess strong project and program management skills and be able to partner deeply with members of Support, Services, Education, Enablement, Product, Product Marketing, Customer Marketing, and Restaurant Success teams at all levels to drive a successful Guest Engagement product. This is an exciting role that will have a direct impact on Toast and our customers!

About this roll*: 

  • Lead the Customer Success Guest Engagement program
  • Develop and maintain core KPIs and OKRs that ensure visibility and success of the Guest Engagement product
  • Identify and help drive delivery of Customer Success initiatives that increase adoption and core revenue of Guest Engagement
  • Partner with Customer Marketing to drive Guest Engagement attach efforts at scale
  • Build department- and initiative-level playbooks that ensure success against core KPIs. This will include defining, rolling out and managing the execution of the playbooks
  • Represent Customer Success in all cross-functional Guest Engagement efforts, such as commercialization meetings, product readiness meetings, OKR reviews, etc.
  • Own the Customer Success goals of aggressive month-over-month adoption and upsell targets
  • Constantly identify new and innovative ways to drive net revenue and adoption increases across the Guest Engagement product (Value Maximization)
  • Uncover and create opportunities to drive customer growth (revenue, expansion, efficiency, etc.) throughout different stages of the customer journey
  • Act as an advocate for Toast’s customers by acquiring customer feedback on the Guest Engagement product, closing the loop with internal teams such as Product and Engineering, and advocating for customer needs in prioritization efforts
  • Work with CS Excellence and BI teams to implement and improve reports, system rules & workflows, dashboards, automated emails, surveys, etc.
  • Help drive and support an evolving company-wide culture of customer centricity

Do you have the right ingredients*

  • 5+ years in customer or sales functions
  • Excellent communication, interpersonal and writing skills
  • Thrive in an environment of learning and interacting with high-capability, high-energy people
  • Enthusiastic about technology with demonstrated technical aptitude; experience at a technology company or relevant consultancy is ideal
  • Strong project management skills and an ability to multitask, driving results
  • Love for teamwork and commitment to building a world-class, enterprise-class global customer experience together
  • Creative, analytical and execution-oriented
  • Ability to effectively operate both strategically and tactically
  • Experience leading key cross-functional initiatives
  • Previous experience in a high growth environment preferred
  • Restaurant experience a significant plus

*Bread puns encouraged but not required

Read Full Job Description

Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • jQueryLibraries
    • ReactLibraries
    • 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.
Toast values candidates with varied backgrounds — and these 3 employees prove it
Watch

An Insider's view of Toast

What’s the vibe like in the office?

Our office has both a relaxed but productive vibe. You'll see people with their heads down working, but you'll also see people hanging out and collaborating in open spaces. There's a good balance between work and play. When I'm not heads down coding, you'll find me playing guitar or hanging out in the Toast Pub.

Gabe Gonzalez

Associate Technical Sourcer, Previously: 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

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 stand up
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
Someone's primary function is managing the company's diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Team workouts
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Performance Bonus
Child Care & Parental Leave 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
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Happy Hours
Parking
Recreational Clubs
Fitness Subsidies
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
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