Customer Success Manager II

Job Summary

Engaging with customers in real-time, the full-time remote Customer Success Manager II will lead consultative retention conversations, navigate contract discussions, and leverage the Toast platform to ensure customer success and long-term growth.

Key responsibilities

• Staff a high-volume Account Strategy phone and chat line, engaging customers to understand their needs and ensure long-term success
• Lead value-based retention conversations tailored to each customer's unique business and tech stack
• Document interactions and leverage data to inform retention strategies and drive customer outcomes

Required qualifications

• 2+ years of experience in Account Management, Customer Success, or retention-focused roles
• Experience in high-volume, queue- or case-based environments with adherence to service levels
• Strong objection handling, negotiation, and influencing skills in live customer conversations
• Proven ability to operate independently while managing competing priorities in a fast-paced environment
• Data-driven mindset with the ability to interpret account insights for real-time decision-making