Customer Success Manager II, SMB Account Strategy

📋 Description

• Staff a dedicated high-volume Account Strategy line with SLA adherence
• Lead consultative, value-based retention conversations
• Navigate complex conversations including contract and pricing
• Diagnose customer needs and map growth path on Toast
• Document interactions with data hygiene and reporting
• Leverage data and internal tools to inform retention strategies

🎯 Requirements

• 2+ years Account Management or Customer Success experience
• Experience in high-volume queue-based environments with SLAs
• Strong objection handling, negotiation, and influencing
• Data-driven with ability to interpret account insights
• Excellent phone, written, and presentation skills
• Self-starter with ability to manage competing priorities

🎁 Benefits

• Competitive compensation and benefits
• Hybrid work model with regional in-office options
• Access to AI tools to boost productivity