Sr. Customer Success Manager I, SMB – Account Strategy

Toast is driven by building the restaurant platform that helps restaurants adapt, take control, and get back to what they do best: building the businesses they love. A Day in the Life Your schedule for this role will be Tuesday–Saturday, 9:00am–5:00pm. The Sr. CSM I – Account Strategy role sits within Toast's Account Strategy team. This is a high-volume, inbound and outbound call-driven position that requires strict adherence to service levels, a strong phone presence, and the ability to handle complex conversations with confidence and empathy. In this highly visible role, you will lead consultative Account Strategy conversations, navigate contract and pricing discussions, and leverage Toast's product suite to help restaurant customers grow and succeed on the platform. 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 retention, customer outcomes, and long-term growth on Toast. About This Role (Responsibilities) Staff a dedicated high-volume Account Strategy phone and chat line with adherence to service levels and schedule, engaging customers in real-time Lead consultative, value-based Account Strategy conversations tailored to each customer's unique business and tech stack, helping them realize the full potential of the Toast platform Navigate complex customer conversations with professionalism, empathy, and confidence — including objection handling, competitive discussions, and contract and pricing negotiations Diagnose customer needs quickly and identify the best path forward to help each customer continue to grow and succeed with Toast Act as the voice of the customer, surfacing feedback to internal partners and leadership to continuously improve the experience Accurately document interactions, outcomes, and customer feedback with strong attention to data hygiene, case management, and reporting Leverage data, account insights, and internal tools to inform account strategies and real-time decision-making Operate in a focused, repeatable motion designed to work at scale while delivering exceptional, personalized customer experiences Collaborate cross-functionally with Sales, Support, Product, and Finance to drive customer outcomes and support escalation paths Do You Have the Right Ingredients? (Requirements) 5+ years of Account Management, Customer Success, or retention-focused experience with a track record of driving positive customer outcomes; BDR (Business Development Representative) or Account Management experience Experience working in high-volume, queue- or case-based environments with adherence to service levels and strong prioritization in real time Demonstrated ability to build trust and navigate complex conversations with customers Strong objection handling, negotiation, and influencing skills, especially in live customer conversations Proven ability to operate independently while handling competing priorities in a fast-paced, changing environment Data-driven mindset with the ability to interpret account insights and apply them in real-time decision-making Strong phone presence with excellent communication, presentation, and written skills Self-starter with the ability to quickly assess complex scenarios and drive toward resolution Special Sauce (Nice to Haves) Hospitality or restaurant industry experience Payments or credit card processing knowledge Experience working in SaaS or tech environments Familiarity with Salesforce, Five9, Hex, ChiliPiper, 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 . #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. In addition to base salary, our total rewards components include cash compensation (overtime, bonus/commissions if eligible), equity, and benefits. You can learn more about how we align pay with local labor markets in our Geographic Pay Zone Philosophy . Zone A $95,000 — $152,000 USD Zone B $83,000 — $133,000 USD Zone C $75,000 — $120,000 USD 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. To learn more: https://careers.toasttab.com/ai-in-hiring Our Approach to Hybrid Working 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 hospitality community, regardless of location. Please visit the Locations page on our career site to learn more about our in-office expectations by region: https://careers.toasttab.com/locations-toast 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 [email protected] . ------ For roles in the United States, it is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.