Manager, Customer Success, INTL

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 the Manager of Customer Success for Toast International, you will lead, coach, and manage a team of individual contributor Customer Success Managers spanning multiple international regions. This role requires a highly adaptive leader who thrives in a "scrappy with less" environment and isn't afraid to treat the function as a beautiful fixer-upper.

Operating within a rapidly growing international division, you will have your hands directly in every country we operate in. You will be an incredibly hands-on leader, maintaining a close connection to our active book of business, actively jumping on the phone or chat to assist with escalations, and working against the clock to support team members across global time zones (ranging from EMEA to Australia).

What You'll Do (Responsibilities)

• Directly manage a team of 7-8 international CSMs to provide a best-in-class customer experience while exceeding growth and retention goals.
• Partner closely with Sales, Onboarding, and Product leadership (including monthly collaborative syncs with Product Management) to drive the post-live customer journey and capture crucial customer feedback.
• Act as a highly visible, active point of contact for complex restaurant customer concerns and acute issues, providing direct escalation assistance to your team.
• Exceed revenue retention, Net Promoter Score (NPS), go-live, and product activation/adoption goals.
• Masterfully navigate a complex schedule to maintain consistent, empathetic alignment with team members spread across vastly different time zones.
• Manage and optimize the use of Salesforce.com and related internal workflows to track book reviews and surface revenue growth opportunities.
• Be an ambassador for the Toast culture-fostering high performance alongside a trusting, collaborative, and fun environment for a highly diverse international team.

What You'll Need to Thrive (Requirements)

• Extensive background in Customer Success or Account Management, ideally within a fast-paced SaaS environment.
• A proven track record of formally leading teams OR a strong history as a Senior/Lead CSM with a clear aptitude for mentorship, people growth, and building teams with humility.
• Exceptional ability to work independently, manage competing priorities, and maintain structural flexibility within a constantly shifting, high-growth international landscape.
• Superb communication, interpersonal, and writing skills, with the presence of mind to collaborate cross-functionally across global corporate divisions.
• A structured, analytical, and execution-oriented mindset; someone who thrives on building processes out of ambiguity.

What Will Help You Stand Out (Preferred Skills)

• Existing institutional knowledge of the Toast product suite, enablement pipelines, and internal international operations.
• Hands-on restaurant, hospitality, or commercial food service industry experience.
• Technical enthusiasm and proficiency with CRM platforms (Salesforce) and collaborative tools (Slack, G-Suite).

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.