Senior Customer Success Manager I

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, you will serve as the customer’s main point of contact and trusted advisor, driving a wide variety of customer-driven initiatives . Operating in a highly cross-functional, international environment, you will take ownership of a dedicated book of business comprising critical historical customers with high levels of complexity as well as expanding mid-market accounts.

You will excel in an ambiguous environment, wearing many different hats at once to support one overarching goal: keeping customers happy and growing their annual recurring revenue (ARR) .

What You'Ll Do (Responsibilities)

Build multiple layers of relationships with customers, serve as a strategic partner, and maintain rigorous database updates through Salesforce . Retain SaaS revenue through consultative engagement and tailored product recommendations by deeply understanding the distinct needs of each customer . Drive activation and adoption across the Toast product suite by analyzing product module usage and leveraging internal tools or marketing strategies .

Leverage your deep Toast product knowledge to facilitate customer demos and ensure clients extract maximum value from their experience . Partner closely with internal leadership teams to own customer escalations to resolution, provide regular Voice of Customer (VoC) feedback, and facilitate customer references/referrals . Build strong internal partnerships across sales, product, and onboarding teams to address complex problem-solving and support international growth .

Requirements

) Location: Must be located in Ontario, Canada 6+ years of account management experience, ideally with dedicated experience managing Mid-Market or Enterprise customer segments . Exceptional communication, presentation, and influencing skills capable of meeting the expectations of corporate teams and C-suite executives . A proven track record of operating independently, managing competing priorities, and thriving inside a constantly shifting, fast-paced environment .

A strong history of success in meeting and exceeding customer retention, adoption, and growth goals . General technical proficiency using software platforms . What Will Help You Stand Out (Preferred Skills) Experience providing technology or SaaS solutions to a commercial client base .

Hands-on restaurant or hospitality industry experience . Familiarity 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 .

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 . #LI-DNI The base salary range for this role is listed below.

The starting salary will be determined based on skills, experience, and geographic location.

Pay Range $81,000 $130,000 CAD How Toast Uses AI in its Hiring Process Throughout the hiring process, our goal is to get to know you.

Compensation (Overtime, Bonus/Commissions If Eligible)

, equity, and