Customer Success Manager II, Payroll

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $59k - $122k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

🏆 Customer Success

🚫👨‍🎓 No degree required

🦅 H1B Visa Sponsor

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Toast

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2013

🍽️ Food & Beverage

💼 Consulting

📦 Logistics

Food & Beverage • Consulting • Logistics

Toast is a technology company that specializes in providing integrated software and hardware solutions for the restaurant industry. Their offerings include a comprehensive restaurant management platform that features point of sale (POS) systems, payment processing, online ordering, payroll management, and various operational tools designed to streamline restaurant operations. Toast's platform is tailored to meet the needs of diverse restaurant types, including quick service, full service, fast casual, fine dining, cafes, and food trucks. They also provide resources like industry insights and educational materials to support restaurant success.

📋 Description

• Build trust through high-touch, live video interactions across all lifecycle stages • Drive renewal conversations, expand SaaS revenue, and execute churn/downsell save motions • Synthesize client feedback, pain points, and product usage to advocate for customer needs • Act as a subject matter expert across the Payroll Product Suite, Employee Cloud, Core POS, and partner integrations • Project-manage intricate technical issues to full resolution with cross-functional partners • Analyze tech stacks and workflows to recommend payroll process improvements • Monitor product usage data and deliver targeted presentations, education, and training • Simplify complex technical messaging so customers realize the full value of the service • Leverage AI and internal tools to optimize workflows and scale customer support • Maintain CRM data entry, calendar management, and accurate reporting • Continuously expand domain and product knowledge • Manage approximately 500 locations and rotationally support more than 3,000 shared regional locations within a team of six

🎯 Requirements

• 2+ years of Account Management experience covering customer satisfaction, churn mitigation, and business operations • Expert knowledge of B2B payroll processes and fundamentals, including pay schedules, federal and state laws and taxes, accounting and reporting, calculations, benefits, and deductions • Significant customer-facing experience in Payroll and Tax Operations • Case/queue management experience with organization, data hygiene, and prioritization • Ability to operate independently and navigate competing priorities in a changing environment • General technical proficiency with a variety of software • Proven success meeting and exceeding goals • Self-starter able to work autonomously and navigate complex customer scenarios • Strong professional virtual presence • Excellent written communication, negotiation, presentation, organizational, and influencing skills • Flexibility and adaptability in a fast-paced, changing environment • Critical and creative problem-solving mindset • FCP or CPP credentials are non-essential/nice-to-have • 1+ years using POS software, ideally in the service industry, is non-essential • Project Management experience is non-essential • Tech or SaaS industry experience is non-essential • Salesforce CRM, Chilipiper, MS Office, G-Suite, and Slack experience is non-essential

🏖️ Benefits

• Competitive base salary • Cash compensation, including overtime and bonus/commissions if eligible • Equity • Benefits and total rewards package • Flexible benefits supporting a healthy lifestyle and changing needs • AI tools provided across disciplines to support work • Reasonable accommodations for persons with disabilities