Customer Success Manager II, SMB – Account Strategy

Role Overview

The Customer Success Manager (CSM) II, SMB – Account Strategy role sits at the heart of Toast’s customer retention strategy. This team engages directly with customers in real-time to understand their needs, demonstrate the value of the Toast platform, and ensure every customer has the opportunity to thrive with Toast.

What You Will Do

Staff a dedicated high-volume Account Strategy phone and chat line with adherence to service levels and schedule, engaging customers in real-time to understand their needs and ensure they are set up for long-term success on Toast. Lead consultative, value-based retention conversations tailored to each customer’s unique business and tech stack, helping them realize the full potential of the Toast platform.

Why It Might Be a Fit

We’re looking for a self-starter with the ability to quickly assess complex scenarios and drive toward resolution, who has a strong phone presence with excellent communication, presentation, and written skills, and who is comfortable navigating high-stakes, complex customer conversations with confidence and professionalism.

Requirements

• 2+ years of Account Management, Customer Success, or retention-focused experience with a track record of driving positive customer outcomes
• Experience working in high-volume, queue- or case-based environments with adherence to service levels and strong prioritization in real time
• Strong objection handling, negotiation, and influencing skills, especially in live customer conversations
• Proven ability to operate independently while handling competing priorities in a fast-paced, changing environment
• Data-driven mindset with the ability to interpret account insights and apply them in real-time decision-making
• Strong phone presence with excellent communication, presentation, and written skills

Benefits

• Dental insurance
• Vision insurance
• Health insurance
• 401(k) or other retirement plan
• Stock options
• Bonus/commissions
• Paid time off
• Flexible work arrangements
• Professional development opportunities