Customer Success Manager II, SMB Account Strategy

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

The Customer Success Manager (CSM) II, SMB – Account Strategy role sits at the heart of Toast's customer retention strategy. This team engages 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 this highly visible role, you will lead consultative retention conversations, navigate contract and pricing discussions, and leverage Toast's product suite to help restaurants find every reason to continue growing with Toast. This is a high-volume, inbound and outbound engagement position that requires strict adherence to service levels, a strong phone presence, and the ability to handle complex conversations with confidence and empathy.

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.

What you'll do (Responsibilities)

• Staff a dedicated high-volume Account Strategy phone and chat line with adherence to service levels and schedule, engaging customers in real-time to understand their needs and ensure they are set up for long-term success on Toast

• Lead consultative, value-based retention 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

Department: Customer Success : Customer Success & Services : SMB