Director, Enterprise Customer Success
T
ToastRestaurant Technology
Remote, United StatesFull-TimeDirector
Salary138,000 - 283,000 USD per year
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Job Details
- Experience
- 10+ years of customer success, account management, or revenue leadership experience, with 5+ years leading teams
- Required Skills
- Data AnalysisSalesforceSaaSAccount Management
Requirements
- 10+ years of customer success, account management, or revenue leadership experience.
- 5+ years of experience leading teams in a SaaS or technology environment.
- Experience as a second-line leader, managing managers and developing leadership bench strength.
- Proven ownership of retention and growth targets for enterprise or strategic customer segments.
- Executive presence and experience building durable relationships with C-suite stakeholders.
- Experience building or leading customer success for a global or multi-region enterprise book.
- Strong operational skills with the ability to build systems, cadences, and use data for decision-making.
- Experience navigating ambiguity and organizational change.
- Excellent communication, organizational, and influencing skills.
Responsibilities
- Own Enterprise segment revenue outcomes, including net revenue retention, churn mitigation, and expansion.
- Build and develop a high-performing team of managers and their CSMs, setting performance standards and coaching leaders.
- Design and lead the global Enterprise CS coverage model as Toast expands into international markets.
- Serve as executive sponsor and senior escalation point for high-visibility accounts.
- Drive operational excellence, scalable systems, and cadences such as account planning and health scoring.
- Partner cross-functionally with Sales, Care, Onboarding, and Product to advocate for customer needs.
- Travel as needed for customer site visits and executive engagements.
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