Director, Enterprise Customer Success

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. As the Director of Enterprise Customer Success, you will lead the team responsible for Toast’s largest and most complex customers. The Enterprise segment serves brands operating 500+ locations, where a single customer relationship spans corporate stakeholders, franchise networks, and multi-year rollout programs. You will own the health, retention, and growth of this book of business and lead the leaders who deliver it. This is a builder’s role, and an increasingly global one. As Toast’s largest brands expand internationally, you will architect the Enterprise CS model that scales across markets, not just accounts.You will shape how Toast serves upmarket customers at scale, reporting to the Sr. Director of Customer Success and operating as a key member of the CS leadership team, working in lockstep with Sales, Care, Product, and Onboarding. If you are a leader who thrives on executive-level customer relationships, operational rigor, and developing high-performing teams, this role is for you. Day in the Life* (Responsibilities) Own Enterprise segment revenue outcomes: net revenue retention, churn mitigation, and expansion across a book of Toast’s largest customers Build and develop a high-performing team of managers and their CSMs, setting vision, strategy, and performance standards while coaching leaders to raise the bar Design and lead the global Enterprise CS coverage model as Toast expands into international markets, building coverage, escalation, and delivery patterns that work across regions rather than retrofitting a US-designed model Strategic leadership - bring a clear, transformative, and innovative perspective on how to scale the post-live customer success model for a rapidly growing business unit Serve as executive sponsor and senior escalation point for high-visibility accounts, building trusted relationships with corporate stakeholders at major restaurant, hotel, and sports & entertainment brands Drive operational excellence, scalable systems and cadence for the segment: account planning, QBRs and strategic business reviews, renewal risk management, and escalation resolution Partner cross-functionally with Sales, Care, Onboarding, and Product to advocate for Enterprise customer needs and close experience gaps Use data to run the business: capacity and coverage models, health scoring, risk forecasting, and team performance metrics Be an ambassador for the Toast culture, building a trusting, collaborative, high-performance environment Travel as needed for customer site visits and executive engagements, including international travel as the global book grows What You’ll Need to Thrive*? (Requirements) 10+ years of customer success, account management, or revenue leadership experience, with 5+ years leading teams in a SaaS or technology environment Experience as a second-line leader: managing managers, developing leadership bench strength, and running performance management with rigor and care Proven ownership of retention and growth targets for an enterprise or strategic customer segment Executive presence and a track record of building durable relationships with C-suite and corporate stakeholders at large, complex customers Experience building or leading customer success for a global or multi-region enterprise book, including designing coverage models for customers operating across international markets Strong operational skills: you build systems and cadences, not just relationships, and you use data to make decisions Experience navigating ambiguity and change, including org transitions, team integrations, or coverage planning Excellent communication, organizational, and influencing skills Special Sauce* (Non-essential Skills/Nice to Haves) Restaurant, hospitality, or multi-unit retail industry experience Experience integrating new teams or functions into an existing organization and leading through structural change Familiarity with AI-enabled CS workflows and tooling Experience with Salesforce CRM and modern CS platforms Experience supporting franchise or multi-brand organizations expanding into new international market AI at Toast At Toast, one of our company values is that we’re hungry to build and learn. We believe learning new AI tools empowers us to build for our customers faster, more independently, and with higher quality. We provide these tools across all disciplines, from Engineering and Product to Sales and Support, and are inspired by how our Toasters are already driving real value with them. The people who thrive here are those who embrace changes that let us build more for our customers; it’s a core part of our culture. Our Total Rewards Philosophy We strive to provide competitive compensation and benefits programs that help to attract, retain, and motivate the best and brightest people in our industry. Our total rewards package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet Toasters’ changing needs. Learn more about our benefits at https://careers.toasttab.com/toast-benefits. The base salary range for this role is listed below. The starting salary will be determined based on skills, experience, and geographic location. In addition to base salary, our total rewards components include cash compensation (overtime, bonus/commissions if eligible), equity, and benefits. You can learn more about how we align pay with local labor markets in our Geographic Pay Zone Philosophy. Zone A $177,000—$283,000 USD Zone B $154,000—$246,000 USD Zone C $138,000—$221,000 USD How Toast Uses AI in its Hiring Process Throughout the hiring process, our goal is to get to know you. We use AI tools to support our recruiters and interviewers with tasks like note-taking, summarization, and documentation of interviews to ensure they can be fully focused on your conversation. All hiring decisions are made by people. We ask that you complete interviews and assessments on your own, without real-time AI tools, recording, or transcription bots, unless we tell you otherwise in advance. To learn more: https://careers.toasttab.com/ai-in-hiring Our Approach to Hybrid Working We embrace a hybrid work model that fosters in-person collaboration while valuing individual needs. Our goal is to build a strong culture of connection as we work together to empower the hospitality community, regardless of location. Please visit the Locations page on our career site to learn more about our in-office expectations by region: https://careers.toasttab.com/locations-toast People Are the Secret Ingredient in Our Recipe for Success At Toast, our employees are our secret ingredient—when they thrive, we thrive. The restaurant industry brings together people with a wide range of backgrounds, experiences, and perspectives, and we value that same breadth at Toast. We strive to build a culture grounded in authenticity, respect, and humility, where every Toaster has a real opportunity to grow, contribute, and do their best work—raising the bar in delivering exceptional experiences for our customers and each other. Apply today! Toast is committed to creating an accessible and inclusive hiring process. As part of this commitment, we strive to provide reasonable accommodations for persons with disabilities to enable them to access the hiring process. If you need an accommodation to access the job application or interview process, please contact [email protected]. ---— For roles in the United States, it is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.