At Toast, we’re looking for a Customer Success Manager to serve as the strategic engine for revenue protection and customer loyalty. You’ll manage a collaborative book of business of roughly 500 locations within our regional pod structure, balancing proactive outreach with reactive inbound case management to resolve payroll and tax-related pain points.
What You'll Do
- Lead high-stakes discovery calls and product demos, delivering complex messaging with confidence.
- Master the Core POS and Employee Cloud systems to diagnose technical issues and project-manage intricate customer needs.
- Protect and expand SaaS revenue by identifying downsell risks and executing 'churn save' motions.
- Leverage product usage data to recommend payroll process improvements and maximize client value.
- Drive full activation of the Payroll Product Suite by hosting educational presentations and facilitating trainings.
- Act as the 'Voice of the Customer,' gathering feedback for leadership and partnering with internal teams.
- Maintain high standards for data integrity, calendar hygiene, and report building to support scalable operations.
What We're Looking For
- 2+ years of experience in B2B payroll operations, including deep knowledge of pay schedules, federal/state taxes, and benefits calculations.
- Proven track record in a customer-facing role focused on churn mitigation, revenue retention, and driving overall customer satisfaction.
- Demonstrated experience in case/queue management with a focus on data hygiene, task prioritization, and organizational efficiency.
- High general tech-fluency and the ability to troubleshoot complex scenarios while navigating various software platforms.
- Strong virtual presence with professional skills in negotiation, presentation, and simplified messaging for complex topics.
- A critical and creative thinker who can move between micro-level troubleshooting and macro-level scaling in a fast-paced environment.
- A self-starter who thrives in a constantly changing landscape and can operate independently to meet or exceed aggressive goals.
Nice to Have
- FCP or CPP credentials.
- Bilingual in Spanish.
- 1+ years of experience using a Point of Sale software, ideally in the service industry.
- Work or equivalent experience in a Project Management role.
- Experience working in the tech industry or for a SAAS company.
- Experience with Salesforce CRM, Chilipiper, MS Office, G-Suite, and Slack.
Technical Stack
- Core POS
- Employee Cloud
- Salesforce CRM
- Chilipiper
- MS Office
- G-Suite
- Slack
Team & Environment
You will work within a regional pod structure, collaborating closely with teammates to manage a shared portfolio of customers.
Benefits & Compensation
- Compensation: $82,000 USD.
Work Mode
This role operates on a hybrid work model.
Toast is an equal opportunity employer. We are hungry to build and learn, we believe Diversity, Equity, and Inclusion is baked into our recipe for success, and we thrive together.
