Sr. Customer Success Manager I, Payroll

Responsibilities

• Lead high-stakes discovery calls and product demos to drive product adoption and meet strategic goals.
• Manage a collaborative book of business for approximately 500 locations within a regional pod structure.
• Protect and expand SaaS revenue by identifying downsell risks and executing churn mitigation strategies.
• Diagnose technical issues within Core POS and Employee Cloud systems to resolve complex customer needs.
• Leverage product usage data and business analytics to recommend payroll process improvements.
• Act as the "Voice of the Customer" by gathering feedback for leadership and partnering with internal teams for issue resolution.
• Drive full activation of the Payroll Product Suite through educational presentations and training sessions.

Requirements

• Fluent/Bilingual in Spanish and English (written and verbal) to support Spanish-speaking customers.
• 2+ years of experience in B2B payroll operations, including knowledge of pay schedules, taxes, and benefits.
• Proven track record in churn mitigation, revenue retention, and driving customer satisfaction.
• Demonstrated expertise in case and queue management with a focus on task prioritization and data hygiene.
• High tech-fluency with the ability to troubleshoot complex scenarios across various software platforms.
• Strong professional skills in negotiation, presentation, and virtual communication.

Preferred Qualifications

• FCP or CPP credentials.
• 1+ years of experience using Point of Sale (POS) software, ideally in the service industry.
• Experience working in a Project Management role.
• Previous experience in the tech industry or working for a SaaS company.
• Proficiency with Salesforce CRM, Chilipiper, MS Office, G-Suite, and Slack.

About the Company

Toast creates technology to help restaurants and local businesses succeed in a digital world, helping business owners operate, increase sales, engage customers, and keep employees happy.