Customer Success Manager II

Toast is driven by building the restaurant platform that helps restaurants adapt, take control, and get back to what they do best: building the businesses they love. Bready to make a change? At Toast, we are on a mission to help restaurants thrive by delivering technology that meets their needs today and empowers their future success. We are building the restaurant platform that allows businesses to adapt, take control, and focus on what they love: creating amazing dining experiences. Because our technology is purpose-built for restaurants by restaurant people, we understand the unique challenges of the industry and are committed to powering the restaurant of the future. As a Customer Success Manager (CSM), you bring that mission to life. You will serve as the trusted advisor and main point of contact for our customers, helping them maximize the value of Toast. By building strong relationships, understanding their goals, and guiding them through best practices, you will drive adoption, satisfaction, and long-term success. To thrive in this role, you’ll need to be flexible, customer-obsessed, and energized by the opportunity to help restaurants grow in a dynamic, evolving market. As our first CSM in Quebec, you will also play a foundational role in establishing Toast’s presence in this new market. This means shaping our approach to customer success in a bilingual environment, building the foundation for long-term growth, and partnering closely with Canadian and global teams to drive adoption and expansion across a growing customer base. This is a remote role located in Quebec. We are seeking a candidate who currently lives in Quebec and can travel within the province to support customers. About this role (Responsibilities) Build relationships with customers, facilitate regular cadence of communications, and maintain daily database entries through Salesforce Retain and grow SaaS revenue through consultative engagement and product recommendation by understanding needs of each customer Drive activation and adoption across Toast product suite by analyzing product module usage and leverage internal tools/customer marketing strategies Leverage your Toast product knowledge to facilitate customer demos and ensure the customer is getting the most out of their Toast experience Partner with internal leadership teams to own customer escalations to resolution, provide regular Voice of Customer feedback, and facilitate customer references/referrals Deliver cadenced strategic business reviews focused on sharing business plans, identifying customer insights, and addressing areas of strength and improvements Do you have the right ingredients? (Requirements) Fluency in French and English (written and spoken) is required. 2+ years of Account Management experience or Customer Success experience at a SaaS company, responsible for customer satisfaction and business operations Success operating independently and navigating competing priorities in a constantly changing environment General technical proficiency using software Proven track record of success in meeting and exceeding goals Excellent communication, organizational, and influencing skills Willingness to travel (~40%) within Quebec and occasionally to other Canadian provinces for customer engagement and team collaboration. Special Sauce (Non-essential Skills/Nice to Haves) 1+ years of experience using a POS (Point of Sale) software, ideally in the service industry Experience managing customer in Mid-Market, Top SMB, or Enterprise segments Experience with Salesforce CRM, MS Office, G-Suite, and Slack 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. The base salary range for this role is $65,000—$104,000 CAD. Diversity, Equity, and Inclusion is Baked into our Recipe for Success At Toast, our employees are our secret ingredient—when they thrive, we thrive. The restaurant industry is one of the most diverse, and we embrace that diversity with authenticity, inclusivity, respect, and humility. By embedding these principles into our culture and design, we create equitable opportunities for all and raise the bar in delivering exceptional experiences. We Thrive Together We embrace a hybrid work model that fosters in-person collaboration while valuing individual needs. Our goal is to build a strong culture of connection as we work together to empower the restaurant community. Toast is committed to creating an accessible and inclusive hiring process. As part of this commitment, we strive to provide reasonable accommodations for persons with disabilities to enable them to access the hiring process. If you need an accommodation to access the job application or interview process, please contact #J-18808-Ljbffr