Customer Success Manager II, SMB -Account Strategy

About the job

Toast creates technology to help restaurants and local businesses succeed in a digital world, helping business owners operate, increase sales, engage customers, and keep employees happy.

A day in the life

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.

In this highly visible role, you will lead consultative retention conversations, navigate contract and pricing discussions, and leverage Toast's product suite to help restaurants find every reason to continue growing with Toast. This is a high-volume, inbound and outbound engagement position that requires strict adherence to service levels, a strong phone presence, and the ability to handle complex conversations with confidence and empathy.

Account Strategy CSMs partner closely with cross-functional teams and senior leadership, operating in a focused, data-driven motion with clear success metrics tied to retention, customer outcomes, and long-term growth on Toast.

What you'll do (Responsibilities)

- 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

- Navigate complex customer conversations with professionalism, empathy, and confidence — including objection handling, competitive discussions, and contract and pricing negotiations

- Diagnose customer needs quickly and identify the best path forward to help each customer continue to grow and succeed with Toast

- Accurately document interactions, outcomes, and customer feedback with strong attention to data hygiene, case management, and reporting

- Leverage data, account insights, and internal tools to inform retention strategies and real-time decision-making

- Act as the voice of the customer, surfacing insights and competitive trends to internal partners and leadership to continuously improve the customer experience

- Operate in a focused, repeatable motion designed to work at scale while delivering exceptional, personalized customer experiences

- Collaborate cross-functionally with Sales, Support, Product, and Finance to drive customer outcomes and support escalation paths

What you'll need to thrive (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

- Comfort navigating high-stakes, complex customer conversations with confidence and professionalism

- 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

- Self-starter with the ability to quickly assess complex scenarios and drive toward resolution

What will help you stand out (Non-essential Skills/Nice to Haves)

- Experience in account management, customer care, or churn prevention roles

- Payments or credit card processing knowledge

- Experience working in SaaS or tech environments

- Familiarity with Salesforce, Five9, Hex, ChiliPiper, G-Suite, and Slack

- Hospitality experience

AI at Toast

At Toast, one of our company values is that we're hungry to build and learn. We believe learning new AI tools empowers us to build for our customers faster, more independently, and with higher quality. We provide these tools across all disciplines, from Engineering and Product to Sales and Support, and are inspired by how our Toasters are already driving real value with them. The people who thrive here are those who embrace changes that let us build more for our customers; it’s a core part of our culture.

Our Total Rewards Philosophy

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 .

#LI-DNP The base salary range for this role is listed below. The starting salary will be determined based on skills, experience, and geographic location. In addition to base salary, our total rewards components include cash compensation (overtime, bonus/commissions if eligible), equity, and benefits. You can learn more about how we align pay with local labor markets in our Geographic Pay Zone Philosophy .

Zone A $80,000 — $90,000 USD

Zone B $75,000 — $85,000 USD

Zone C $70,000 — $80,000 USD

How Toast Uses AI in its Hiring Process

Throughout the hiring process, our goal is to get to know you. We use AI tools to support our recruiters and interviewers with tasks like note-taking, summarization, and documentation of interviews to ensure they can be fully focused on your conversation. All hiring decisions are made by people. We ask that you complete interviews and assessments on your own, without real-time AI tools, recording, or transcription bots, unless we tell you otherwise in advance. To learn more: https://careers.toasttab.com/ai-in-hiring

Our Approach to Hybrid Working

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 hospitality community, regardless of location. Please visit the Locations page on our career site to learn more about our in-office expectations by region: https://careers.toasttab.com/locations-toast

People Are the Secret Ingredient in Our Recipe for Success

At Toast, our employees are our secret ingredient—when they thrive, we thrive. The restaurant industry brings together people with a wide range of backgrounds, experiences, and perspectives, and we value that same breadth at Toast. We strive to build a culture grounded in authenticity, respect, and humility, where every Toaster has a real opportunity to grow, contribute, and do their best work—raising the bar in delivering exceptional experiences for our customers and each other.

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 .

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For roles in the United States, it is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.