Toast is looking for a Manager, Customer Success specializing in payroll. In this role, you will be responsible for hiring, developing, coaching, and managing a team of Customer Success Managers focused on Payroll. You will lead the team to maximize customer value, protect Toast revenue, and support high-value payroll customers through process improvement and cross-functional collaboration.
What You'll Do
- Manage a team of 8 or more Payroll Success Managers to provide a best-in-class customer experience while exceeding growth and retention goals.
- Work closely with cross-functional partners to drive customer success and retain valuable payroll customers.
- Report on team and customer trends focusing on product usage, opportunities, and overall customer sentiment.
- Build, iterate, and streamline playbooks, processes, and workflows.
- Develop and implement innovative ways to work smarter and scale the team.
- Constantly identify new and improved ways to deliver delight across customers.
- Act as a point of escalation for customer concerns and acute issues.
- Be an ambassador for Toast culture, ensuring high performance and a trusting, collaborative, fun environment.
What We're Looking For
- 5+ years in Customer Success or Account Management in the SaaS industry.
- 2+ years experience successfully managing high-performing teams in payroll or technology.
- Expert knowledge of Payroll Processes & Fundamentals including pay schedules, federal & state laws and taxes, accounting & reporting, calculations, benefits & deductions.
- Significant knowledge of the Payroll, Tax and HR industry standards.
- Experience managing programs or large process improvement projects.
- Excellent communication, interpersonal and writing skills.
- Love for developing people in a high growth environment.
- Enthusiastic about technology with demonstrated technical aptitude.
- Strong project management skills and an ability to multitask.
- Creative, analytical and execution-oriented.
- Ability to effectively operate both strategically and tactically.
Nice to Have
- Consulting experience, especially in the hospitality industry.
- Toast Product knowledge.
- Experience launching new service models.
Team & Environment
You will lead a team of 8 or more Payroll Success Managers. The team works in a pod-based, queue format covering roughly ~500 accounts each.
Benefits & Compensation
- Salary: $104,000 — $166,000 USD
Work Mode
This role operates on a hybrid model, fostering in-person collaboration.
Toast is committed to creating an accessible and inclusive hiring process and provides reasonable accommodations for persons with disabilities.
