Director, Enterprise Customer Success

New

ToastRestaurant technology

Location: Remote, United StatesFull-TimeDirector

Salary177,000 - 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 in a SaaS or technology environment
Required Skills: Customer SuccessSaaSAccount Management

Bring 10+ years of customer success, account management, or revenue leadership experience.
Have 5+ years of experience leading teams in a SaaS or technology environment.
Have second-line leadership experience managing managers and developing leadership bench strength.
Have experience running performance management with rigor and care.
Show proven ownership of retention and growth targets for an enterprise or strategic customer segment.
Bring executive presence and a track record of durable relationships with C-suite and corporate stakeholders at large, complex customers.
Have experience building or leading customer success for a global or multi-region enterprise book.
Have experience designing coverage models for customers operating across international markets.
Demonstrate strong operational skills, including building systems and cadences and using data to make decisions.
Have experience navigating ambiguity and change, including organizational transitions, team integrations, or coverage planning.
Demonstrate communication, organizational, and influencing skills.

Own net revenue retention, churn mitigation, and expansion across a book of Toast’s largest customers.
Build and develop managers and customer success managers, setting team vision, strategy, and performance standards.
Design the global Enterprise Customer Success coverage model for customers operating across international markets.
Develop a scalable post-live customer success model for a rapidly growing business unit.
Serve as executive sponsor and senior escalation point for high-visibility accounts.
Build trusted relationships with corporate stakeholders at major restaurant, hotel, and sports and entertainment brands.
Establish account planning, QBRs and strategic business reviews, renewal risk management, and escalation resolution.
Partner with Sales, Care, Onboarding, and Product to advocate for enterprise customer needs and address experience gaps.
Use capacity and coverage models, health scoring, risk forecasting, and team performance metrics to run the business.
Travel as needed for customer site visits and executive engagements, including international travel.

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