Sr. Customer Success Manager I, SMB – Account Strategy

Toast is driven by building the restaurant platform that helps restaurants adapt, take control, and get back to what they do best: building the businesses they love. A Day in the Life Your schedule for this role will be Tuesday–Saturday, 9:00am–5:00pm. The Sr. CSM I – Account Strategy role sits within Toast's Account Strategy team. This is a high-volume, inbound and outbound call-driven position that requires strict adherence to service levels, a strong phone presence, and the ability to handle complex conversations with confidence and empathy. In this highly visible role, you will lead consultative Account Strategy conversations, navigate contract and pricing discussions, and leverage Toast's product suite to help restaurant customers grow and succeed on the platform. Account Strategy CSMs partner closely with cross-functional teams and senior leadership, operating in a focused, data-driven motion with clear success metrics tied to retention, customer outcomes, and long-term growth on Toast. About This Role (Responsibilities) Staff a dedicated high-volume Account Strategy phone and chat line with adherence to service levels and schedule, engaging customers in real-time Lead consultative, value-based Account Strategy conversations tailored to each customer's unique business and tech stack, helping them realize the full potential of the Toast platform Navigate complex customer conversations with professionalism, empathy, and confidence — including objection handling, competiti