Customer Success Manager II, SMB Account Strategy
New
T
ToastRestaurant Technology
Remote, USFull-TimeMiddle
Salary70,000 - 90,000 USD per year
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Job Details
- Experience
- 2+ years
- Required Skills
- Data AnalysisSalesforceNegotiationCustomer SuccessAccount Management
Requirements
- 2+ years of Account Management, Customer Success, or retention-focused experience.
- Experience working in high-volume, queue- or case-based environments.
- Track record of driving positive customer outcomes.
- Ability to navigate high-stakes, complex customer conversations with confidence.
- Strong objection handling, negotiation, and influencing skills.
- Ability to interpret account insights and apply them to real-time decision-making.
- Strong phone presence with excellent communication and presentation skills.
- Ability to prioritize tasks in a fast-paced environment.
- Proven ability to operate independently.
Responsibilities
- Staff a dedicated high-volume Account Strategy phone and chat line with adherence to service levels and schedule.
- Lead consultative, value-based retention conversations tailored to each customer's business and tech stack.
- Navigate complex customer conversations, including objection handling, competitive discussions, and contract and pricing negotiations.
- Diagnose customer needs and identify the best path forward to support customer growth.
- Document interactions, outcomes, and feedback with attention to data hygiene and case management.
- Leverage data, account insights, and internal tools to inform retention strategies.
- Act as the voice of the customer to surface insights and competitive trends to internal partners.
- Collaborate cross-functionally with Sales, Support, Product, and Finance teams.
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