Sr. Restaurant Success Manager I

Remote from
Salary, USD
73,000 - 116,999/yr
Job type
Full Time,
Opening date
Closing date
6 May 2023

About Toast

We empower the restaurant community to delight guests, do what they love, and thrive.

5.0 Rated

Toast is driven by building the restaurant platform that helps restaurants adapt, take control, and get back to what they do best: building the businesses they love.

The mission of Customer Success at Toast is to create raving fans and successful restaurants…and the Restaurant Success Manager (RSM) plays a critical role in fulfilling that mission. While RSMs wear many different hats at once, they support one overarching goal → keep customers happy, retain them and grow their annual recurring revenue (ARR).

The RSM operates in a highly cross-functional role responsible for a regionally based book of business of 15-20 Mid Market accounts. The RSM will drive a wide variety of customer driven initiatives and should be exceptionally strong at relationship building and project management. Pivotal to this role is a strong ability to embrace a hospitality mindset, understand a customer’s goals and priorities, and translate them into strategic recommendations that will drive a high level of product adoption, satisfaction, revenue, referrals and customer retention.

About this roll* (Responsibilities)

The RSM role is centered around 4 key areas:

  • Relationship Builder
    • Build multiple layers of relationships with the customer, including Toast execs, as needed
    • Act as main point of contact for customers across both corporate and field level
    • Update and maintain daily customer database entries (Salesforce)
    • Own customer escalations to resolution by partnering with internal teams
    • Facilitate regular cadence of communications with customer
    • Deliver quarterly strategic business reviews focused on sharing business plans, identifying customer insights, and addressing areas of strength and improvements
  • Product Expert
    • Have deep understanding of Toast product suite and ability to demo and discuss features and benefits to ensure customer is getting the most out of the product
    • Drive adoption across Toast product suite; analyze product module usage and leverage internal tools/customer marketing strategies to increase adoption
    • Become trusted advisor/strategic partner by providing thought leadership on restaurant technology/operational trends and innovation
    • Partner with Marketing to find options for case studies and customer referrals
  • Revenue Producer
    • Retain and grow existing SaaS revenue by understanding needs of the customer and recommending product modules or partners to fit those needs
    • Facilitate customer references, as needed, to help GTM close new business
    • Retain and grow SaaS revenue through consultative engagement and product recommendation
  • Customer Advocate
    • Provide regular VOC feedback and feature requests to Product
    • Create business cases, as needed, to invest in strategic priorities for the customer and Toast
    • Build cross-functional partnerships and collaborate closely to engage customers when necessary

Do you have the right ingredients*? (Requirements)

  • 6+ years account management experience required
  • Experience providing technology or SaaS solutions to a client base a strong plus
  • Mid-Market or Enterprise customer management experience is required
  • Restaurant experience is a strong plus
  • Strong leadership, teamwork, and cross-departmental collaboration skills
  • Strong communication and presentation skills that meet expectations of corporate teams and C-suite executives.
  • Must be able to proactively drive customer value without management oversight
  • Highly motivated, passionate over achiever, team player, facilitator
  • Entrepreneurial spirit/mindset, flexibility toward dynamic change
  • Incredibly detailed oriented
  • Ability to perform in a fast paced environment
  • Strong organization skills and time management skills
  • Good experience of MS Office, G-Suite, Slack and Salesforce
  • Direct, honest communication style that operates with the highest level of integrity
  • Travel: 5-10% travel to customer site

Our Spread* of Total Rewards

  • Unlimited Vacation
  • Sabbatical opportunity after five years
  • Professional Development Reimbursement Program
  • Commitment to Employee Wellness through resources such as a quarterly Wellness Stipend
  • Various peer and company recognition programs
  • 401(k) and matching
  • Medical, Dental, & Vision Coverage
  • Mental Health Benefits
  • Subsidized backup childcare

*Bread puns encouraged but not required

The base salary range for this role is listed below. The starting salary will be determined based on skills and experience. In addition to base salary, our total rewards components include cash compensation (overtime, bonus/commissions if eligible), equity, and benefits.
Pay Range
$73,000—$116,999 USD

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What position is Toast hiring for?

Toast is hiring a remote Sr. Restaurant Success Manager I from

What type of employment does Toast offer?

This is a Full Time role.