We’re not your traditional tech company. We recognize that talented people often come from outside the tech space. No matter what your background is, there’s a place for you at Toast. We’ve 86’d the conventional workplace for one where people can truly bring their full selves to work. Together, we empower restaurants of all sizes to build great teams, increase revenue, improve operations, and delight their guests. We pair our deep understanding of the restaurant industry with powerful cloud based software and restaurant-grade hardware to deliver an intuitive all-in-one platform. Join us on our mission to empower the restaurant community to delight guests, do what they love, and thrive. 

Bready* to make a change?

This position will lead post-implementation customer support functions to create unrivaled customer happiness and loyalty, with emphasis on customers using Toast Payroll & Team Management products. This includes designing and delivering support programs that consistently delight our customers and create a new standard for making payroll and team management easy for the restaurants we serve. The role requires a deep passion for customers, innovative spirit, and proven record of building high performing customer support teams. The position will lead our Customer Support and Customer Success teams, and will report to the Head of Customer Success, Employee Cloud.

About this roll*: 

The Sr. Director of Customer Success, Employee Cloud will be directly responsible for the success and loyalty of our customers; and scaling the delivery of customer support for rapid growth. We believe an integrated point-of-sale and payroll solution that is reliable and easy to use will be a game-changer for the restaurant operators we serve, and this role will be directly responsible for delivering an amazing support experience to compliment our software products and features. This will be a senior member of the team, focusing on the live support stages of the customer journey by designing and delivering a highly lovable, scalable, and inspiring experience for our customers and the Toasters who support them. S/he will be responsible for customer satisfaction, customer loyalty, employee happiness, retention/upsell, and margin/cost to serve.

• Serve as the Employee Cloud leader for Customer Support and Customer Success functions
• Be the inspirer of people; unify the team around our mission of unmatchable customer delight
• Customer experience designer; match customer needs with innovative approaches that are uniquely designed for the restaurant customers we serve.
• Develop and lead programs to ensure the health, growth, and retention of Toast customers
• Build and execute the playbooks to meet/exceed department goals. Consistently hit targets for customer satisfaction, response time, first contact resolution, and the KPI’s that reflect a high-performing team and loyal, growing customers.
• Master of scale; build a strong team and smart processes that can handle 10x growth within a few years. Recognize areas of growth risk and act urgently to mitigate with scalable solutions.
• Direct data synthesis and analytics (dashboards) to be sure we are data-driven in performance assessment and prioritizing actions.
• Process improvement leader; identify and prioritize systems/workflow enhancements that will make work easy for our team and customers. Partner with product on CX insights and roadmap.
• Partner with GTM, Implementation, and other business areas to ensure smooth handoffs and a cohesive customer experience across products and journey stages.
• Direct the enablement of the Support and Success teams; ensure employees in all roles have the systems and training they need to be successful in their work.
• Develop and execute voice-of-customer programs to analyze customer feedback, intervene when needed, and be sure our team is acting on what we learn (product, people, systems)
• Energizer and culture leader; this role will be key to modeling and building a culture of high performance, high morale, recognition/celebration, and fun.

Do you have the right ingredients*?  

• Relentless heart for customers & strong ambition to create a uniquely rewarding experience for restaurant and small business operators
• 10+ years in Customer Success with at least 3 years leading a large service organization
• Must have worked for a high-growth tech company and/or provided payroll to small biz’s at scale 
• Record of building high performing teams with strong engagement, morale, and retention (experience leading successful teams of 100+)
• Obsessed with smart processes and optimizing for scale and customer delight. Experienced with process improvement to increase customer value in sustainable/lower cost ways.
• Dynamic change leader; bring new ideas and engage the hearts & minds of the larger team with strong context and communication around change.
• Ability to juggle multiple initiatives/projects with a relentless focus on driving the right outcomes for Toast and our customers.
• Exceptional communicator; able to inform and inspire at all levels of the company with verbal, interpersonal, and writing skills.
• Love for teamwork and commitment to building a paradigm-shifting customer experience together
• Must be a techie; enthusiastic about using technology to solve problems for customers at scale.
• Highly ethical leader; will earn and be worthy of our customers’ and employees’ trust
• Ability to operate both strategically and tactically
• Restaurant experience a significant plus

*Bread puns encouraged but not required