Customer Success Manager II, SMB -Account Strategy

📋 Description

• Staff a dedicated high-volume Account Strategy phone and chat line with adherence to service levels
• Lead consultative, value-based retention conversations tailored to each customer's unique business
• Navigate complex customer conversations with professionalism, empathy, and confidence — including
• Diagnose customer needs quickly and identify the best path forward to help each customer continue
• Accurately document interactions, outcomes, and customer feedback with strong attention to data
• Leverage data, account insights, and internal tools to inform retention strategies and real-time

🎯 Requirements

• 2+ years of Account Management, Customer Success, or retention-focused experience with a track
• Experience working in high-volume, queue- or case-based environments with adherence to service
• Comfort navigating high-stakes, complex customer conversations with confidence and professionalism
• Strong objection handling, negotiation, and influencing skills, especially in live customer
• Proven ability to operate independently while handling competing priorities in a fast-paced
• Data-driven mindset with the ability to interpret account insights and apply them in real-time

🎁 Benefits

• Competitive compensation and benefits programs
• Cash compensation (overtime, bonus/commissions if eligible), equity, and benefits
• Flexibility to meet changing needs
• Learn more at https://careers.toasttab.com/toast-benefits