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Customer Success Manager II, Retail - Dedicated

CSM II - Retail, Dedicated

Bready* to make a change? Toast sure is bready! 

Toast expanded our best-in-class POS platform and service offerings to begin to service the Retail industry including convenience stores, bottle shops and grocery stores. In support of this expansion, Toast is on the search for best-in-class talent to continue to build out our Retail Customer Success Team. This is a great opportunity to be at the ground floor of a growing business unit within Toast, and to help build the foundation for an exceptional customer experience for our Retail customers.

The Retail Customer Success team works alongside our Restaurant Success teams, but is focused on retail-only and hybrid customers. Here they’re supported by our enablement/operations teams and have access to a robust Customer Success network. But they’ll have a unique opportunity to continue to build new workflows, playbooks and advocacy programs for our newest set of customers. They’ll continue to help build customer profiles and refine engagement models, and advocate for what this growing customer base needs as we continue to build out the product. All this will require tenacity, creativity, ambiguity, insight and empathy. We also find a touch of knowledge and love for the industry helps too.

As a dedicated Customer Success Manager, you serve as the customer’s main point of contact, trusted advisor, and drive a wide variety of customer driven initiatives.  You are a strong relationship builder, 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. 

This is not your average CSM or Account Management team; in joining this team, you will be part of a young Customer Success model. Composed of multiple teams, the Scaled CS team is evolving to better the customer experience. Furthermore, for the Retail business unit you will be working closely with cross-functional partners across the organization and collaborating to support a rapidly growing business unit. We are seeking an individual who is flexible, adaptable, and motivated by change.

About this roll* (Responsibilities)

  • Work closely with cross-functional partners in New Business Sales, Onboarding and Growth Sales Leadership to ensure proper alignment on pursuing opportunities for revenue growth
  • Work closely with cross-functional partners in Product, BizOps, Care, Education and Professional Services to drive the highest levels of customer success throughout the customer journey
  • Build relationships and trust with customers through thoughtful attention and advocacy to drive the customer flywheel and increase referral opportunities
  • Retain & grow SaaS revenue through consultative engagements and new product recommendations tailored to the specific needs of each customer
  • Drive activation and adoption across Toast product suite by leveraging internal tools & resources to analyze product usage, demonstrate value & facilitate trainings
  • Confidently navigate all Toast POS modules & have a working knowledge of our partner landscape
  • Leverage Toast product knowledge to facilitate customer demos, troubleshoot basic functions of the POS and ensure the customer is getting the most out of Toast
  • Ask discovery questions to uncover growth opportunities, referrals and location expansion
  • Actively look for opportunities to operate at scale, including collaborating with cross-functional partners 
  • Up to 10% travel locally for customer site visits with activities ranging from pre-live meet & greets to post-live technical consultations (This is dependent on proximity and availability of retail customers)

Do you have the right ingredients*? (Requirements)

  • 2+ years of Account Management, Sales or equivalent experience, responsible for customer satisfaction and business operations
  • Success operating independently and navigating competing priorities in a constantly changing environment
  • High technical aptitude allowing for quick learning and adoption of technical concepts and language
  • Proven track record of success in meeting and exceeding goals
  • Excellent communication, organizational, and influencing skills 
  • Flexibility & adaptability 
  • Problem solving mindset, ability to think critically

Special Sauce* (Non-essential Skills/Nice to Haves)

  • Retail industry experience and knowledge (grocery stores, bottle shops, convenience stores)
  • 1+ years of experience using a POS (Point of Sale) software, ideally in the service or retail industry 
  • Experience working in the tech industry or for a SAAS company 
  • Experience with Salesforce CRM, MS Office, G-Suite, and Slack

Our Spread* of Total Rewards

  • We strive to provide competitive compensation and benefits programs that help to attract, retain, and motivate the best and brightest people in our industry. Our total rewards package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet Toasters’ changing needs. Learn more about our benefits at https://careers.toasttab.com/toast-benefits.

*Bread puns encouraged but not required

#LI-DNI

 

The starting pay rate for this role is below. Please note, there is not a range for this role, the number listed below is the rate.
Pay Rate
$82,000$82,000 USD

 

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

At Toast, our employees are our secret ingredient—when they thrive, we thrive. The restaurant industry is one of the most diverse, and we embrace that diversity with authenticity, inclusivity, respect, and humility. By embedding these principles into our culture and design, we create equitable opportunities for all and raise the bar in delivering exceptional experiences.

We Thrive Together

We embrace a hybrid work model that fosters in-person collaboration while valuing individual needs. Our goal is to build a strong culture of connection as we work together to empower the restaurant community. To learn more about how we work globally and regionally, check out: https://careers.toasttab.com/locations-toast.

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 candidateaccommodations@toasttab.com.

Average salary estimate

$82000 / YEARLY (est.)
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$82000K
$82000K

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What You Should Know About Customer Success Manager II, Retail - Dedicated, Toast

If you're a dynamic Customer Success Manager II looking to embrace an exciting opportunity at Toast, you're in for a treat! We're on the lookout for talented individuals who are eager to help our Retail customers thrive using our exceptional POS platform. At Toast, our focus on convenient stores, grocery shops, and bottle shops is just the beginning as we expand into the Retail industry! As a member of our Retail Customer Success Team, you'll be in the driver's seat, helping to build enriching customer experiences right from the ground up. Your creative drive and passion for customer satisfaction will help shape workflows, playbooks, and advocacy programs, ensuring our Retail customers achieve unparalleled success with our solutions. By leveraging your insights and establishing strong connections with customers, you'll share their goals and priorities, translating them into strategic recommendations that elevate their experience with Toast. You'll have a chance to collaborate with cross-functional teams and support the rapid growth of our Retail business unit. We embrace change and value adaptability, so bring your tenacity, creativity, and love for the retail industry to the table. Together, let's redefine customer success in Retail!

Frequently Asked Questions (FAQs) for Customer Success Manager II, Retail - Dedicated Role at Toast
What are the key responsibilities of a Customer Success Manager II at Toast?

As a Customer Success Manager II at Toast, your responsibilities will be centered around building strong relationships with Retail customers, understanding their needs, and promoting the adoption of our POS platform. You’ll work collaboratively with various teams to pursue opportunities for revenue growth and tailor new product recommendations for each customer. Your role will also involve facilitating customer training sessions, analyzing product usage, and advocating for customer feedback to drive improvements in our offerings.

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What qualifications are required for the Customer Success Manager II position at Toast?

To be considered for the Customer Success Manager II role at Toast, candidates should have a minimum of 2 years of experience in Account Management, Sales, or a similar field, with proven success in achieving customer satisfaction and meeting goals. A technical aptitude is essential, along with strong communication and problem-solving skills. Experience in the retail industry and familiarity with POS software will be beneficial but are not required. Flexibility and adaptability are highly valued traits in this dynamic environment.

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How does Toast support career development for Customer Success Managers?

At Toast, we believe in nurturing talent and providing the tools necessary for growth. As a Customer Success Manager II, you'll have the chance to take part in extensive training and gain insights from our robust Customer Success network. We encourage professional development through mentorship programs, collaboration with cross-functional teams, and opportunities to lead initiatives that align with your career goals within the company.

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What is the culture like at Toast for Customer Success Managers?

The culture at Toast is vibrant, inclusive, and centered around collaboration. As a Customer Success Manager II, you'll work in a dynamic environment where innovation and adaptability are celebrated. We value diverse perspectives and foster a culture of connection to create equitable opportunities for all. You'll be part of a young Customer Success model that prioritizes each team member's input and creativity in shaping the future of retail customer experiences.

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What benefits does Toast offer to its Customer Success Managers?

Toast provides a comprehensive total rewards package for its Customer Success Managers, which includes competitive compensation, flexible working arrangements, and comprehensive medical and wellness benefits. Our benefits extend beyond financial incentives, emphasizing a healthy work-life balance to support our employees' diverse needs, fostering an inclusive environment where all team members can thrive.

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Common Interview Questions for Customer Success Manager II, Retail - Dedicated
Can you describe your experience with customer success and how it relates to the role of a Customer Success Manager II at Toast?

In discussing your experience in customer success, highlight your previous roles where you've managed accounts or engaged with customers. Focus on specific examples where you demonstrated strong relationship-building skills, your ability to understand customer needs, and how you successfully drove product adoption. Sharing metrics or outcomes from your initiatives will showcase your effectiveness in contributing to customer satisfaction.

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What approaches do you use to build strong relationships with customers?

When answering this question, emphasize your strategies for establishing trust and credibility. Discuss your commitment to regular communication, attentive service, and responsiveness to customer feedback. Provide an example of how you've built relationships with previous clients by tailoring solutions to their specific requests or how you've gone the extra mile to ensure their success.

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How do you handle difficult customer situations?

In your response, illustrate your problem-solving approach and ability to stay calm under pressure. Use a scenario where you turned a challenging situation into a positive outcome by actively listening, offering solutions, and following up to ensure customer satisfaction. This demonstrates your emotional intelligence and commitment to customer success, key qualities of a successful Customer Success Manager II.

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Describe a time when you contributed to improving a process for customer engagement.

Discuss specific instances where you analyzed customer feedback or data that led to process enhancements. Explain how you worked with teams to implement changes, the challenges you faced along the way, and the positive impacts these adjustments had on customer satisfaction and engagement. Showing your initiative in seeking continuous improvement will resonate well with hiring managers.

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What techniques do you use to understand customer needs and goals?

Explain the methods you employ, such as regular check-ins, strategic question-asking, and leveraging analytics tools. Provide an example of how understanding customer goals allowed you to deliver tailored solutions or recommendations that drove engagement and retention. This showcases not only your analytical skills but also your genuine interest in customers' success.

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How familiar are you with POS systems, and what role do they play in customer success?

Discuss your familiarity with POS systems, particularly Toast's offerings. Highlight any experiences you've had with POS as it pertains to improving the customer's operational efficiency or customer satisfaction. Emphasizing your knowledge shows your technical aptitude and ability to guide customers effectively in using POS tools.

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What excites you about being a Customer Success Manager in the Retail industry?

Share your passion for the Retail industry and how customer success plays a critical role in enhancing the customer journey. Discuss your enthusiasm for innovation, dedication to understanding market trends, and how your ideas can contribute to improving customer experiences in the retail sector. This illustrates your alignment with Toast's mission and values.

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How would you leverage teamwork with cross-functional partners as a Customer Success Manager II?

Illustrate your collaborative approach by providing examples of how you’ve effectively worked with teams across departments to foster customer success. Highlight how communication, alignment on objectives, and shared insights lead to achieving common goals. This shows your ability to work as part of a larger team while keeping the focus on customer needs.

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What metrics do you consider important in measuring customer success?

Identify key metrics such as customer satisfaction scores, NPS (Net Promoter Score), product adoption rates, and churn rate. Explain how you’ve tracked and analyzed these metrics to gather insights on customer engagement and success, and how this data can drive enhancements in the customer strategy at Toast.

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Why do you want to work for Toast as a Customer Success Manager II?

Convey your admiration for Toast's mission, innovative products, and commitment to customer success. Share specific reasons why the Retail focus excites you, and how you see yourself contributing to the company's growth and success in this sector. Personalizing your answer with genuine enthusiasm will make you stand out.

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Diversity of Opinions
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Fast-Paced
Collaboration over Competition
Take Risks
Friends Outside of Work
Passion for Exploration
Customer-Centric
Reward & Recognition
Feedback Forward
Rapid Growth
Medical Insurance
Paid Time-Off
Maternity Leave
Mental Health Resources
Equity
Paternity Leave
Fully Distributed
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Some Meals Provided
Snacks
Social Gatherings
Pet Friendly
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Dental Insurance
Life insurance
Health Savings Account (HSA)
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Diversity of Opinions
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Transparent & Candid
Growth & Learning
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Collaboration over Competition
Take Risks
Friends Outside of Work
Passion for Exploration
Customer-Centric
Reward & Recognition
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Rapid Growth
Medical Insurance
Paid Time-Off
Maternity Leave
Mental Health Resources
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Flex-Friendly
Some Meals Provided
Snacks
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Pet Friendly
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Health Savings Account (HSA)

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Full-time, remote
DATE POSTED
April 18, 2025

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