Customer Success Manager II, SMB – Account Strategy

Toast

. Staff a dedicated high-volume Account Strategy phone and chat line while adhering to service levels and schedules .

Posted 10/9/2026full-timeUnited StatesJuniorMid-Level💰 $70,000 - $90,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Account Management and Customer Success with a strong focus on retention strategies and data-driven decision-making. Capable of navigating complex customer conversations and delivering personalized experiences while collaborating effectively across teams.

Highest-signal resume keywords

Account Management ExperienceCustomer Success ExpertiseObjection Handling SkillsData-Driven Decision-MakingNegotiation Skills

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Retention StrategiesCase ManagementData HygieneCustomer Insights InterpretationContract Negotiation

Soft Skills

Strong Communication SkillsPresentation SkillsProfessionalismSelf-Starter AttitudeProblem-Solving Skills

Tools & Technologies

SalesforceFive9HexChiliPiperG-SuiteSlack

Industry Keywords

Payments KnowledgeCredit Card ProcessingSaaS ExperienceTech EnvironmentsHospitality Experience

About the role

Key responsibilities & impact

Staff a dedicated high-volume Account Strategy phone and chat line while adhering to service levels and schedules
Lead consultative, value-based retention conversations tailored to customers' businesses and technology stacks
Handle objections, competitive discussions, and contract and pricing negotiations
Diagnose customer needs and identify the best path forward for continued growth and success with Toast
Document interactions, outcomes, and customer feedback with strong data hygiene, case management, and reporting
Use data, account insights, and internal tools for retention strategies and real-time decisions
Surface customer insights and competitive trends to internal partners and leadership
Operate a focused, repeatable, scalable motion while delivering personalized customer experiences
Collaborate with Sales, Support, Product, and Finance to drive customer outcomes and support escalations

Requirements

What you’ll need

2+ years of Account Management, Customer Success, or retention-focused experience with a track record of driving positive customer outcomes
Experience working in high-volume, queue- or case-based environments with adherence to service levels and strong prioritization in real time
Comfort navigating high-stakes, complex customer conversations with confidence and professionalism
Strong objection handling, negotiation, and influencing skills, especially in live customer conversations
Proven ability to operate independently while handling competing priorities in a fast-paced, changing environment
Data-driven mindset with the ability to interpret account insights and apply them in real-time decision-making
Strong phone presence with excellent communication, presentation, and written skills
Self-starter with the ability to quickly assess complex scenarios and drive toward resolution
Payments or credit card processing knowledge, experience in SaaS or tech environments, familiarity with Salesforce, Five9, Hex, ChiliPiper, G-Suite, and Slack, and hospitality experience are non-essential nice-to-haves

Benefits

Comp & perks

Competitive compensation and benefits programs
Cash compensation, including overtime and bonus/commissions if eligible
Equity
Benefits supporting a healthy lifestyle
Flexible benefits to meet changing needs
Reasonable accommodations during the hiring process