Toast

We empower the restaurant community to delight guests, do what they love, and thrive.

Customer Success Manager – Payroll

PayrollPayrollFull TimeRemoteTeam 1,001-5,000Since 2013H1B SponsorCompany SiteLinkedIn

Location

United States

Posted

4 days ago

Salary

$104K - $166K / year

Bachelor Degree5 yrs expEnglish

Job Description

• Manage a team of 8 or more PSMs (Payroll Success Managers) to provide the best-in-class customer experience while exceeding growth and retention goals. • Work closely with cross-functional partners to ensure proper alignment on pursuing opportunities towards topline OKRs. • Work closely with cross-functional partners in Product, Education, Strategy/ Operations & Professional Services to drive the highest levels of customer success throughout the post-live customer journey and retain our most valuable payroll customers. • Report on team and customer trends with a focus on product usage and opportunities and overall customer sentiment and feedback. • Build, iterate and streamline playbooks, processes and workflows • Develop and implement innovative ways to work smarter and scale the team. • Constantly identify new and improved ways to deliver delight across customers. • Act as a point of escalation for customer concerns and acute issues. • Be an ambassador for the Toast culture - helping to ensure a high bar for performance and a trusting, collaborative and fun environment.

Job Requirements

  • 5+ years in Customer Success or Account Management in the SaaS industry
  • 2+ years experience successfully managing high-performing teams of customer success managers, account managers, sales reps, care reps, or onboarding consultants in the payroll or technology industry
  • Expert knowledge of Payroll Processes & Fundamentals - inclusive but not limited to - pay schedules, federal & state laws and taxes, accounting & reporting, calculations, benefits & deductions
  • Significant knowledge of the Payroll, Tax and HR industry standards
  • Experience managing programs or large process improvement projects
  • Excellent communication, interpersonal and writing skills
  • Love for developing people in a high growth environment
  • Enthusiastic about technology with demonstrated technical aptitude
  • Strong project management skills and an ability to multitask
  • Creative, analytical and execution-oriented
  • Ability to effectively operate both strategically and tactically.

Benefits

  • Learn more about our benefits at https://careers.toasttab.com/toast-benefits

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