Job Description
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 As a Senior Customer Success Manager II, you are the highest escalation tier and the ultimate strategic safeguard for our most complex mid-market accounts. You will manage a high-touch, high-value regional book of business comprising complex, multi-location restaurant brands. While standard CSMs manage proactive adoption, you are the dedicated specialist for the department’s most critical interventions—stepping into situations where accounts are highly escalated, severely at risk, or facing deeply nuanced technical hurdles. You will partner directly with C-suite executives, founders, and Toast engineering leadership to salvage at-risk relationships, translate complex product deficiencies into action, and lead your peers by example What You'll Do (Responsibilities) Master Complex Escalations: Act as the final point of contact for high-risk corporate accounts. Step into accounts struggling under standard management to stabilize relationships and restore client confidence. Technical Interpretation & Translation: Act as the bridge between engineering and the client. Digest complex technical details, system behavior, and engineering tickets, then articulate status updates and resolutions back to customers clearly. Rigorous Project Management: Own cross-functional tracking for major account rollouts, technical overhauls, or complex product issues. Build project trackers and drive internal accountability across departments. Strategic Advisory: Manage a slower-ramp, high-touch book of business focused on tier-1 accounts, ensuring deep technical alignment and measurable ROI.
