Sr. Customer Success Manager I, SMB – Account Strategy
New
T
ToastRestaurant Technology
Remote, US, Tuesday–Saturday, 9:00am–5:00pmFull-TimeSenior
Salary75,000 - 152,000 USD per year
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Job Details
- Experience
- 5+ years
- Required Skills
- Data AnalysisSalesforceNegotiationCustomer SuccessSlackAccount Management
Requirements
- 5+ years of Account Management, Customer Success, or retention-focused experience
- Experience working in high-volume, queue- or case-based environments
- Adherence to service levels and strong prioritization in real-time
- Proven ability to build trust and navigate complex customer conversations
- Strong objection handling, negotiation, and influencing skills
- Ability to operate independently while handling competing priorities
- Data-driven mindset with experience applying account insights to decision-making
- Strong phone presence with excellent communication, presentation, and written skills
- Self-starter with ability to assess complex scenarios and drive toward resolution
Responsibilities
- Staff a dedicated high-volume Account Strategy phone and chat line with adherence to service levels and schedule, engaging customers in real-time
- Lead consultative, value-based Account Strategy conversations tailored to each customer's unique business and tech stack
- Navigate complex customer conversations including objection handling, competitive discussions, and contract and pricing negotiations
- Diagnose customer needs quickly and identify the best path forward for customer success
- Surface customer feedback to internal partners and leadership to improve the experience
- Document interactions, outcomes, and customer feedback with attention to data hygiene, case management, and reporting
- Leverage data, account insights, and internal tools to inform account strategies and real-time decision-making
- Collaborate cross-functionally with Sales, Support, Product, and Finance
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