Customer Success Manager – Regional Mid-Market

About the role

Toast is looking for a seasoned leader to head a team of Customer Success Managers focused on the Regional Mid‑Market (RMM) segment. You will drive customer value, protect revenue, and turn restaurant owners into enthusiastic advocates of Toast’s technology.

Key responsibilities

• Lead and develop a team of 8‑10 CSMs to deliver best‑in‑class customer experiences while meeting growth and retention targets.
• Achieve monthly, quarterly, and annual goals for revenue, NPS, go‑live, product activation and adoption.
• Collaborate with cross‑functional partners to ensure success throughout the post‑live customer journey.
• Design and implement scalable processes to improve team efficiency.
• Serve as escalation point for critical restaurant issues.
• Identify and pursue opportunities for revenue expansion and operational efficiencies through regular business reviews.
• Manage Salesforce.com usage, reporting, dashboards, automated communications, and surveys.
• Champion Toast’s culture, fostering a high‑performance, collaborative, and fun environment.

Required profile

• 8+ years of experience in customer success or sales.
• 2+ years of proven experience leading and managing teams.
• Four‑year college degree from an accredited institution.
• Strong communication, interpersonal, and writing abilities.
• Passion for developing people in a high‑growth setting.
• Technical curiosity and aptitude.
• Excellent project‑management and multitasking skills.
• Strategic and tactical thinking capability.
• Hospitality experience is a plus.

Required skills

• Salesforce.com