Manager, SMB Customer Success Account Strategy Team

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 (Responsibilities) 

The Manager, SMB - Account Strategy is a frontline people leader responsible for leading a team of Customer Success Managers (CSM) Account Strategy members who engage directly with customers in real-time to understand their needs, demonstrate the value of the Toast platform, and ensure every customer has the opportunity to thrive with Toast in service to account and revenue retention.

In this highly visible role, you will focus on coaching individual contributors, driving day-to-day execution, and reinforcing operational excellence across a high-volume, inbound and outbound engagement environment. You will use performance data, call observations, and customer insights to continuously improve team effectiveness, while partnering with cross-functional stakeholders to remove blockers and drive strong customer outcomes. Success in this role comes from building a strong team culture, developing talent, and delivering consistent results through others.

Account Strategy CSMs partner closely with cross-functional teams and senior leadership, operating in a focused, data-driven motion with clear success metrics tied to revenue retention, customer outcomes, and long-term growth on Toast.

What you'll do (Responsibilities)

• Lead, coach, and develop a team of Account Strategy CSM II team members handling high-volume inbound and outbound customer interactions
• Drive day-to-day team performance against key goals including retention outcomes, service level adherence, call quality, and customer experience
• Provide regular coaching and feedback to improve consultative skills, objection handling, pricing conversations, negotiation, and overall phone presence
• Conduct call reviews, performance check-ins, and development conversations to help team members grow and consistently perform at a high level
• Support team members in navigating complex or escalated customer situations, stepping in as needed to help drive the best outcome for the customer and the business
• Reinforce strong operational discipline across call handling, case management, documentation, follow-up, and data hygiene
• Use dashboards, account context, and team metrics to identify trends, coach to performance, and continuously improve team execution
• Manage queue health, interaction volume, and day-to-day prioritization to ensure strong service level adherence and team productivity
• Partner with internal teams including Sales, Support, Product, and Finance to resolve customer needs, drive retention outcomes, and escalate blockers when appropriate
• Surface recurring customer insights, trends, and competitive feedback to leadership to help identify enablement opportunities, improve processes and the overall customer experience
• Participate in hiring, onboarding, and ramping new team members, helping build a high-performing and values-aligned team
• Foster an inclusive, accountable, and supportive team environment grounded in Toast values and focused on customer success

What you'll need to thrive (Requirements)

• 5+ years of experience in Customer Success, Account Management, Retention, or a related customer-facing function
• Prior people leadership experience, or strong experience coaching and developing others in a team-based environment
• Experience working in a high-volume, queue- or case-based customer interaction environment with adherence to service levels
• Strong coaching skills with the ability to improve team member performance through feedback, observation, and development planning
• Comfort navigating complex, high-stakes customer scenarios with professionalism and sound judgment
• Strong objection handling, negotiation, and influencing skills
• Data-driven mindset with comfort using team and account insights to inform decisions and coaching
• Strong communication, organization, and prioritization skills in a fast-paced environment
• Ability to hold team members accountable while building trust, engagement, and consistency across the team

What will help you stand out (Non-essential Skills/Nice to Haves)

• Experience leading or supporting teams focused on retention, renewals, or complex customer conversations
• Experience in SaaS, fintech, payments, or restaurant technology
• Familiarity with pricing, contract, and payments conversations
• Experience using Salesforce, Five9, Hex, Chili Piper, Google Workspace, and Slack
• Hospitality experience
• Track record of improving team performance through coaching, process discipline, and metric-based management

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.