At a Glance
- Tasks: Build relationships with customers and drive product adoption for a leading tech company.
- Company: Join Toast, a dynamic tech company empowering restaurants to thrive in the digital world.
- Benefits: Enjoy competitive pay, flexible working options, and a supportive team culture.
- Other info: Embrace a hybrid work model and be part of a diverse, inclusive team.
- Why this job: Make a real impact in the hospitality industry while growing your career in a fast-paced environment.
- Qualifications: 4+ years in Account Management with strong communication and organisational skills.
The predicted salary is between 49500 - 60500 £ per year.
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.
The International Customer Success Manager (CSM) plays a critical role in delivering Toast’s promise of helping restaurants succeed. As a part of the Customer Success team, CSMs foster trust, happiness, and growth across a diverse portfolio of customers. They focus on retention, expansion, and advocacy while driving adoption of Toast’s product suite and delivering meaningful, measurable results. As an International CSM, you will join a fast-growing global team. You’ll thrive in an environment that requires agility, flexibility, and creativity. This highly cross-functional role will challenge you to embrace a hospitality mindset, deeply understand customer goals, and translate them into strategic recommendations that drive product adoption, satisfaction, and long-term success. You’ll also play a critical role in scaling processes and testing new workflows to meet the needs of a rapidly growing customer base. You can expect to spend 1 day a week onsite with customers, 1 day a week in the London office, with flexibility to also work remotely.
What you'll do (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.
What you'll need to thrive (Requirements)
- 4+ years of Account Management experience, 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.
What will help you stand out (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 working in the tech industry or for a SAAS company.
- Experience with Salesforce CRM, MS Office, G-Suite, and Slack.
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.
How Toast Uses AI in its Hiring Process
Throughout the hiring process, our goal is to get to know you. We use AI tools to support our recruiters and interviewers with tasks like note-taking, summarization, and documentation of interviews to ensure they can be fully focused on your conversation. All hiring decisions are made by people. We ask that you complete interviews and assessments on your own, without real-time AI tools, recording, or transcription bots, unless we tell you otherwise in advance.
Our Approach to Hybrid Working
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 hospitality community, regardless of location.
People Are the Secret Ingredient in Our Recipe for Success
At Toast, our employees are our secret ingredient—when they thrive, we thrive. The restaurant industry brings together people with a wide range of backgrounds, experiences, and perspectives, and we value that same breadth at Toast. We strive to build a culture grounded in authenticity, respect, and humility, where every Toaster has a real opportunity to grow, contribute, and do their best work—raising the bar in delivering exceptional experiences for our customers and each other.
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 candidateaccommodations@toasttab.com.
Customer Success Manager in London employer: Toast
Toast is an exceptional employer that fosters a dynamic and inclusive work culture, particularly for the Senior Director of Product role based in London. With a strong emphasis on employee growth, competitive compensation, and a commitment to leveraging AI tools, Toast empowers its team members to innovate and excel while collaborating with diverse international teams. The company's dedication to diversity, equity, and inclusion ensures that every employee feels valued and has the opportunity to thrive in their career.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Toast. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Toast before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Manager in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Toast:Your cover letter is your chance to shine! Tell us why you want to work at Toast specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Toast!
How to prepare for a job interview at Toast
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
