Manager, Customer Success - Payroll

Toast is driven by building a comprehensive solution that helps operators adapt, take control, and get back to what they do best: building the businesses they love.

Bready* to make a change?

The Customer Success team strives to maximize customer value in service of protecting Toast revenue, while creating raving fans & successful restaurants. 

As a Manager of Payroll Success, you will hire, develop, coach and manage a team of Customer Success Managers with a core focus on Payroll. You take pride in your ability to lead and motivate high-performing professionals to exceed their goals. You bring high levels of empathy, business acumen and technical aptitude. You are solution-oriented with a history of process improvement and change management.  

Your team is well versed in all things Toast and all parts of the customer journey. As a manager of the Payroll Success Team, you will be responsible for supporting our most valuable Payroll Customers by building and scaling processes to support specific regions and customer profiles. This team is focused on driving customer impact at scale, protecting against product downsell & operating in a pod based, queue format. 

CSMs will be assigned roughly ~500 accounts each and work in a larger pod where all accounts will be covered by a dedicated team of individuals to support long term relationship management at scale. You will coach to deliver excellence in de-escalation and technical problem solving, while maintaining proactive outreach  at certain inflection points in the customer journey to help drive value towards Toast’s OKRs at scale. 

Additional responsibilities include oversight and coaching for productivity, customer satisfaction, metrics analysis, performance management, and downsell prevention. This includes managing cross-functional relationships with Tax Onboarding, Customer Care, Sales, Payroll Onboarding, Banking, Product, and Operations in ways that drive the EC CSS team’s performance and our customers’ success through their payroll post live journey.

If you enjoy managing and building a team and are excited about helping operators grow their businesses then this is the role for you! 

About this roll* (Responsibilities) 

• Manage a team of 8 PSMs (Payroll Success Managers)  to provide the best-in-class customer experience while exceeding growth and retention goals.
• Work closely with cross-functional partners to ensure proper alignment on pursuing opportunities towards topline OKRs.
• Work closely with cross-functional partners in Product, Education, Strategy/ Operations & Professional Services to drive the highest levels of customer success throughout the post-live customer journey and retain our most valuable payroll customers.
• Report on team and customer trends with a focus on product usage and opportunities and overall customer sentiment and feedback.
• Build, iterate and streamline playbooks, processes and workflows 
• Develop and implement innovative ways to work smarter and scale the team.
• Constantly identify new and improved ways to deliver delight across customers.
• Act as a point of escalation for customer concerns and acute issues.
• Be an ambassador for the Toast culture - helping to ensure a high bar for performance and a trusting, collaborative and fun environment.

Do you have the right ingredients*? (Requirements)

• 5+ years in Customer Success or Account Management in the SaaS industry
• 2+ years experience successfully managing high-performing teams of customer success managers, account managers, sales reps, care reps, or onboarding consultants in the payroll or technology industry
• Expert knowledge  of Payroll Processes & Fundamentals - inclusive but not limited to - pay schedules, federal & state laws and taxes, accounting & reporting, calculations, benefits & deductions
• Significant knowledge of the Payroll, Tax and HR industry standards
• Experience managing programs or large process improvement projects
• Excellent communication, interpersonal and writing skills
• Love for developing people in a high growth environment
• Enthusiastic about technology with demonstrated technical aptitude
• Strong project management skills and an ability to multitask 
• Creative, analytical and execution-oriented
• Ability to effectively operate both strategically and tactically

Special Sauce* (Non-essential Skills/Nice to Haves)

• Consulting experience, especially in the hospitality industry, is a plus
• Toast Product knowledge is a plus

*Bread puns encouraged but not required

AI at Toast

At Toast 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 Spread* of Total Rewards
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.

*Bread puns encouraged but not required