[![Image]() Meet Jobicy Copilot — free AI autofill for job applications + remote job alerts ›](#) [All remote jobs](https://jobicy.com/jobs.md)Open role[![Toast logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2020/12/WRILS-201210114200-563401.png)](https://jobicy.com/company/toast.md)Remote opportunity at[Toast](https://jobicy.com/company/toast.md) # Customer Success Manager Review the role, location requirements, compensation details, and application process before deciding whether this opportunity fits your next career move. [Apply for this job](#job-application)[View company](https://jobicy.com/company/toast.md)Share5 Sep 2026Published45Listing views5Application actions5 Oct 2026Apply before Opportunity details ## About this role. AI SummaryThis International Customer Success Manager role owns retention, expansion, advocacy, and product adoption for a portfolio of restaurant and local-business customers using Toast's SaaS platform. The CSM will conduct strategic business reviews, deliver demos, analyze product usage, manage escalations, and document customer activity in Salesforce. The role is hybrid in London, involving weekly customer-site visits, weekly office attendance, and otherwise flexible remote work. Success requires at least four years of account management experience, strong independent prioritization, consultative commercial skills, and excellent stakeholder communication. Experience with POS systems, SaaS customers, and mid-market through enterprise segments is advantageous. ## Role DNA A quick view of the complexity, pace, ownership and collaboration implied by the job description. ### Job Complexity 4/5EasyHard ### Pace & Pressure 4/5RelaxedFast-paced ### Autonomy Level 4/5GuidedFull ownership ### Communication Load 5/5IndependentCollaborative AI insightThe position combines commercial retention and expansion targets with complex relationship management, product adoption work, and customer escalations. It requires independent judgment across a changing international environment while coordinating effectively with internal leadership and customers. ## Salary analysis Estimated compensation compared with the broader US market for similar roles. Estimated job medianHighly competitive$110,000US market range$85k–$135k0$149k AI insightNo actual salary was disclosed, so these are estimated US-market annual base-salary benchmarks in USD for a Customer Success Manager with 4+ years of account management experience in B2B SaaS. Actual compensation may vary materially by country, variable pay structure, portfolio size, and customer segment. ## Core skills Skills and capabilities most closely associated with this opportunity. [Customer Success Management](https://jobicy.com/jobs?search_keywords=Customer%20Success%20Management.md)[Account Management](https://jobicy.com/jobs?search_keywords=Account%20Management.md)[SaaS](https://jobicy.com/jobs?search_keywords=SaaS.md)[Customer Retention](https://jobicy.com/jobs?search_keywords=Customer%20Retention.md)[Revenue Expansion](https://jobicy.com/jobs?search_keywords=Revenue%20Expansion.md)[Product Adoption](https://jobicy.com/jobs?search_keywords=Product%20Adoption.md)[Strategic Business Reviews](https://jobicy.com/jobs?search_keywords=Strategic%20Business%20Reviews.md)[Salesforce CRM](https://jobicy.com/jobs?search_keywords=Salesforce%20CRM.md)[Stakeholder Management](https://jobicy.com/jobs?search_keywords=Stakeholder%20Management.md)[Restaurant Technology](https://jobicy.com/jobs?search_keywords=Restaurant%20Technology.md) Sample interview questionsHow would you approach improving adoption for a customer that has purchased several Toast modules but uses only a small portion of them?I would first review usage data, implementation history, customer goals, and stakeholder feedback to identify the adoption barriers. I would then align priority workflows to measurable business outcomes, provide targeted enablement or demonstrations, and agree on a success plan with milestones. I would monitor progress, share results in regular check-ins, and involve internal specialists if technical or operational issues arise. Describe how you balance customer retention with expansion opportunities without making the relationship feel overly sales-driven. I begin with the customer's desired outcomes and operational challenges rather than a product pitch. When an additional capability directly addresses a validated need, I explain the expected value, relevant use case, implementation effort, and success measures. This keeps recommendations consultative and builds trust, which supports both retention and responsible growth. How would you handle a high-priority customer escalation involving multiple internal teams? I would acknowledge the issue quickly, clarify the business impact and desired resolution, and establish a clear communication cadence with the customer. Internally, I would assign owners, document actions and timelines, remove blockers, and keep leadership informed when appropriate. After resolution, I would confirm the customer's experience and conduct a review to prevent recurrence. What metrics would you use to assess the health of a SaaS customer portfolio? I would use a combination of retention and renewal status, product adoption and feature utilization, engagement with key stakeholders, support or escalation trends, customer satisfaction signals, and expansion potential. I would also track progress against the customer's stated business objectives, because usage metrics are most meaningful when connected to tangible outcomes. Tell us about a time you managed competing priorities independently. I prioritize work by customer risk, revenue impact, urgency, and the effort needed to move an issue forward. For example, I would address a renewal-risk escalation immediately while scheduling structured follow-up for lower-risk optimization requests, documenting each action in the CRM. I communicate expectations early and reassess priorities as new information becomes available. Customer Success Manager 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 International Customer Success Manager (CSM) plays a critical role in delivering Toast’s promise of helping restaurants succeed. As a part of the Customer Success team, CSMs foster trust, happiness, and growth across a diverse portfolio of customers. They focus on retention, expansion, and advocacy while driving adoption of Toast’s product suite and delivering meaningful, measurable results. As an International CSM, you will join a fast-growing global team. You’ll thrive in an environment that requires agility, flexibility, and creativity. This highly cross-functional role will challenge you to embrace a hospitality mindset, deeply understand customer goals, and translate them into strategic recommendations that drive product adoption, satisfaction, and long-term success. You’ll also play a critical role in scaling processes and testing new workflows to meet the needs of a rapidly growing customer base. You can expect to spend 1 day a week onsite with customers, 1 day a week in the London office, with flexibility to also work remotely. What you’ll do (Responsibilities) * Build relationships with customers, facilitate regular cadence of communications, and maintain daily database entries through Salesforce * Retain and grow SaaS revenue through consultative engagement and product recommendation by understanding needs of each customer * Drive activation and adoption across Toast product suite by analyzing product module usage and leverage internal tools/customer marketing strategies * Leverage your Toast product knowledge to facilitate customer demos and ensure the customer is getting the most out of their Toast experience * Partner with internal leadership teams to own customer escalations to resolution, provide regular Voice of Customer feedback, and facilitate customer references/referrals * Deliver cadenced strategic business reviews focused on sharing business plans, identifying customer insights, and addressing areas of strength and improvements What you’ll need to thrive (Requirements) * 4+ years of Account Management experience, responsible for customer satisfaction and business operations * Success operating independently and navigating competing priorities in a constantly changing environment * General technical proficiency using software * Proven track record of success in meeting and exceeding goals * Excellent communication, organizational, and influencing skills What will help you stand out (Non-essential Skills/Nice to Haves) * 1+ years of experience using a POS (Point of Sale) software, ideally in the service industry * Experience managing customer in Mid-Market, Top SMB, or Enterprise segments * Experience working in the tech industry or for a SAAS company * Experience with Salesforce CRM, MS Office, G-Suite, and Slack 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. 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](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](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. 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](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](mailto:candidateaccommodations@toasttab.com). —— 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. Show more [Apply now >](https://jobicy.com/jobs/152616-customer-success-manager-43.md) > Annual salary information is not provided for this position. Explore salary ranges for similar roles in our [Salary Directory ›](https://jobicy.com/salaries.md) * ![Upload CV](data:image/svg+xml;base64,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) ### Upload your resume now To unlock remote work opportunities and be discovered by global employers. 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