Customer Success Manager II, SMB - On Demand

Live customer interactions via demos and calls to guide decisions. Build technical knowledge to support customers at scale. Use data to inform customer and business decisions. Diagnose issues, craft strategies, and work with cross-functional teams. Discuss payments and card processing with customers. Retain and grow SaaS revenue through consultative engagement. Drive activation and adoption across Toast products using data and trainings. Manage downsell and churn by documenting pain points and terms. Data entry, calendar hygiene, and report building daily. Navigate guest and POS modules; know EC/XC partners. Gather feedback for internal partners and leadership. Seek opportunities to operate at scale. 2+ years Account Management; drives satisfaction, churn mitigation. Case/Queue management: organize data hygiene and prioritization. Able to work independently amid changing priorities. General technical proficiency with a range of software. Proven track record of meeting/exceeding goals. Self-starter and ability to work autonomously on complex customer scenarios. Strong virtual presence: communication, organization, influencing skills. Flexible and adaptable; embraces change quickly. Problem-solving mindset; strategic, scalable thinker. Hybrid work model for in-person collaboration with flexibility. Competitive pay and comprehensive benefits, including health and wellness. Access to Toast benefits program at https://careers.toasttab.com/toast-benefits. Diverse, inclusive culture with equitable opportunities for all. Opportunities to learn and leverage AI tools across teams.