Why This Job is Featured on The SaaS Jobs
This Customer Success Manager II role sits at a common SaaS inflection point: guiding SMB customers through the earliest stages of adoption for a multi-module platform. With a regionally based book of business in New York, the work reflects the operational reality of SaaS companies that serve physical-world operators, where product value is proven through day-to-day usage, training, and practical problem solving rather than abstract feature discussions.
For a SaaS career, the role offers durable exposure to the mechanics that drive net revenue retention: aligning with Sales and Onboarding, interpreting product usage signals, and translating customer goals into adoption plans. The cross-functional reach into Product, BizOps, Care, Education, and Professional Services mirrors how mature SaaS organizations run customer outcomes as a system, making the experience transferable across customer success, account management, and post-sales growth paths.
This position tends to fit professionals who like owning customer relationships while also working through internal partners to unblock outcomes. It suits someone comfortable balancing consultative conversations with hands-on enablement, including demos and basic troubleshooting, and who prefers clear accountability for retention and expansion within a defined territory.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
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 Customer Success Manager, Toast’s way of saying an “Account Manager”, you serve as the customer’s main point of contact, trusted advisor, and drive a wide variety of customer driven initiatives. You are a strong relationship builder, understand a customer’s goals and priorities, and translate them into strategic recommendations that will drive a high level of product adoption, satisfaction, referrals and customer retention.
The SMB CSS team operates in a highly cross-functional role responsible for a regionally based book of business of our most influential & highest revenue SMB customers. These CSMs will be located in specific geographic regions. They will be hyper-focused on helping customers navigate Toast early in their customer journey.
This is not your average CSM or Account Management team; in joining this team, you will be part of building a scaled Customer Success model. Composed of multiple teams, the Scaled CS team is evolving to better the customer experience. We are seeking an individual who is flexible, adaptable, and motivated by change.
What you'll do (Responsibilities)
- Work closely with cross-functional partners in New Business Sales, Onboarding and Growth Sales Leadership to ensure proper alignment on pursuing opportunities for revenue growth
- Work closely with cross-functional partners in Product, BizOps, Care, Education and Professional Services to drive the highest levels of customer success throughout the customer journey
- Build relationships and trust with customers through thoughtful attention and advocacy to drive the customer flywheel and increase referral opportunities
- Retain & grow SaaS revenue through consultative engagements and new product recommendations tailored to the specific needs of each customer
- Drive activation and adoption across Toast product suite by leveraging internal tools & resources to analyze product usage, demonstrate value & facilitate trainings
- Confidently navigate all Toast POS modules & have a working knowledge of our partner landscape
- Leverage Toast product knowledge to facilitate customer demos, troubleshoot basic functions of the POS and ensure the customer is getting the most out of Toast
- Ask discovery questions to uncover growth opportunities, referrals and location expansion
- Actively look for opportunities to operate at scale, including collaborating with cross-functional partners
- Up to 10% travel locally for customer site visits with activities ranging from pre-live meet & greets to post-live technical consultations (This is dependent on proximity and availability of customers)
What you'll need to thrive (Requirements)
- Must be located within 25 miles of NYC
- 2+ years of Account Management, Sales or equivalent experience, responsible for customer satisfaction and business operations
- Success operating independently and navigating competing priorities in a constantly changing environment
- High technical aptitude allowing for quick learning and adoption of technical concepts and language
- Proven track record of success in meeting and exceeding goals
- Excellent communication, organizational, and influencing skills
- Flexibility & adaptability
- Problem solving mindset, ability to think critically
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 or industry
- 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.
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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.
Diversity, Equity, and Inclusion is Baked into our Recipe for Success
At Toast, our employees are our secret ingredient—when they thrive, we thrive. The restaurant industry is one of the most diverse, and we embrace that diversity with authenticity, inclusivity, respect, and humility. By embedding these principles into our culture and design, we create equitable opportunities for all and raise the bar in delivering exceptional experiences.
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.
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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