At a Glance
- Tasks: Lead and coach a dynamic team of Customer Success Managers across international regions.
- Company: Join Toast, a tech company empowering restaurants to thrive in the digital age.
- Benefits: Competitive salary, flexible work options, and a supportive culture focused on growth.
- Other info: Embrace a hybrid work model and be part of a diverse, inclusive team.
- Why this job: Make a real impact by enhancing customer experiences in a fast-paced environment.
- Qualifications: Experience in Customer Success or Account Management, with strong leadership skills.
The predicted salary is between 69000 - 110000 £ 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.
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.
The base salary range for this role is listed below. The starting salary will be determined based on skills, experience, and geographic location. In addition to base salary, our total rewards components include cash compensation (overtime, bonus/commissions if eligible), equity, and benefits. Pay Range £69,000 — £110,000 GBP
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.
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.
Diversity, Equity, and Inclusion
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.
StudySmarter Expert Advice🤫
We think this is how you could land Manager, Customer Success, INTL 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 Manager, Customer Success, INTL 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.
