Customer Success Manager II, SMB

About the role

The Customer Success Manager II

SMB Dedicated role is a strategic position within Toast's scaled Customer Success organization, operating under the requirement that the successful candidate be physically located in North Carolina. In this capacity, you will serve as the primary strategic advisor to a specific region of Toast's most influential Small and Medium Business (SMB) customer portfolio. The core function of this role is to own the end-to-end customer journey, ensuring long-term platform adoption, satisfaction, and retention for high-value SMB accounts. You will be instrumental in building the foundational model for a scalable Customer Success organization, navigating the company's product suite to help restaurants "adapt, take control, and get back to what they do best." This position requires a high degree of autonomy, adaptability, and a proactive approach to shaping customer outcomes in a fast-evolving environment.

What you'll do

Your primary responsibility will be to act as a trusted strategic advisor for your assigned SMB region, driving consultative engagements that retain and grow SaaS revenue. You will build and maintain deep relationships with key stakeholders, translating customer business goals into actionable product adoption roadmaps that directly impact retention and expansion. A core part of your daily work will involve leveraging Toast's internal analytics and product tools to analyze usage patterns, identify growth opportunities, and recommend new product features tailored to specific customer needs.

You will confidently facilitate product demos and provide troubleshooting guidance for core Point of Sale (POS) functions, ensuring customers derive maximum value from the platform. This requires a comprehensive working knowledge of all Toast POS modules and the broader partner landscape to address complex use cases. You will proactively uncover growth opportunities through discovery questioning, focusing on referrals, menu optimization, and multi-location expansion strategies.

Collaboration will be central to the role, as you work closely with New Business Sales, Onboarding, and Growth Sales Leadership to ensure strategic alignment on revenue opportunities. You will also partner with Product, BizOps, Care, Education, and Professional Services to resolve issues and improve the overall customer journey. The position involves up to 10% local travel for customer site visits, which may include pre-launch meetings and post-live technical consultations, contingent on customer proximity and availability. Finally, you will actively contribute to the evolution of the Scaled CS team by embracing change and helping to build a repeatable, scalable Customer Success model.

Requirements

To be considered for this position, you must be legally authorized to work in the United States without sponsorship, as the role is explicitly designated for a North Carolina-based location. You are required to possess a minimum of 2+ years of prior experience in Account Management, Sales, or an equivalent role with direct responsibility for customer satisfaction and business operations. The ideal candidate has a proven track record of meeting and exceeding both quantitative and qualitative goals in previous positions.

You must demonstrate high technical aptitude, with the ability to quickly learn and adopt new software concepts and terminology. Excellent communication, organizational, and influencing skills are essential to managing multiple stakeholders and priorities in a dynamic setting. The role requires significant flexibility and adaptability to thrive within a constantly changing environment and evolving company processes. Additionally, you must maintain a strong problem-solving mindset and the ability to think critically under pressure and ambiguity. Commitment to working from the designated North Carolina location is mandatory, as this role is built specifically for regional customer ownership.

Special Sauce (Nice to Haves)

While not required, having 1+ years of experience using a Point of Sale (POS) software system - ideally within the service or hospitality industry - is highly valued. Prior experience working in the technology industry or for a Software-as-a-Service (SAAS) company focused on subscription-based models is also beneficial. Proficiency with common enterprise tools such as Salesforce CRM, Microsoft Office Suite, G-Suite, and Slack communication platforms is expected to ensure seamless integration with cross-functional teams and efficient account management workflows.