Customer Success Manager II, SMB Account Strategy
ToastRestaurant Management company
United States$70,000 - $90,000 USDMid
Sales & Account ManagementNew
About the role
TL;DR
Manage customer retention and success for SMB accounts, driving value and growth on the Toast platform.
- •The Customer Success Manager (CSM) II, SMB
- •Account Strategy role is central to Toast's customer retention strategy.
- •This role involves direct customer engagement to understand needs, showcase the Toast platform's value, and ensure customer success.
- •Key Responsibilities Engage customers via phone and chat to understand needs and ensure long-term success on Toast.
- •Lead consultative retention conversations, including contract and pricing negotiations.
- •Diagnose customer needs and identify solutions for continued growth with Toast.
- •Document interactions and leverage data for retention strategies.
- •Act as the voice of the customer, surfacing insights to internal partners.
- •Requirements 2+ years of Account Management, Customer Success, or retention-focused experience.
- •Experience in high-volume, queue
- •or case-based environments.
- •Comfort navigating complex customer conversations with confidence and professionalism.
- •Strong objection handling, negotiation, and influencing skills.
- •Data-driven mindset with ability to apply insights in real-time decision-making.
Required skills
Account ManagementSalesforceSlackNegotiation
Nice-to-have skills
SalesB2B SalesCRM
Domain expertise
foodproductivity
Tech stack
SalesforceSlack
