Customer Success Manager II, Payroll

About the role

A day in the life In service to protecting revenue and creating raving fans, Customer Success Managers within the Payroll Success Partners team drive business growth through targeted lifecycle engagements. As we expand our Payroll vertical in 2026, this role focuses on core goals including downsell prevention, technical de-escalation, revenue growth, and long-term retention.

Responsibilities

• Build trust through high-touch, live video interactions across all lifecycle stages.
• Drive renewal conversations, expand SaaS revenue, and execute churn/downsell save motions through consultative strategies.
• Synthesize client feedback, pain points, and product usage to advocate for customer needs with leadership and internal teams.
• Act as a subject matter expert across the Payroll Product Suite, Employee Cloud, Core POS, and partner integrations.
• Project-manage intricate technical issues to full resolution alongside cross-functional partners.
• Analyze tech stacks and workflows to recommend continuous payroll process improvements for clients and internal teams.
• Monitor product usage data to deliver targeted presentations, education, and trainings that drive adoption.
• Simplify complex technical messaging to ensure customers realize the full value of the service offering.
• Leverage AI and internal tools to optimize daily workflows and scale customer support efforts.
• Maintain strict administrative rigor through CRM data entry, calendar management, and accurate reporting.
• Continuously expand domain and product knowledge to stay ahead of industry standards.

Requirements

• 2+ years of Account Management experience, responsible for customer satisfaction, churn mitigation and business operations
• Expert knowledge of B2B Payroll Processes & Fundamentals - inclusive but not limited to - pay schedules, federal & state laws and taxes, accounting & reporting, calculations, benefits & deductions
• Significant experience within Payroll and Tax Operations in a customer facing role
• Case / Queue Management Experience - responsible for organization, data hygiene and prioritization management
• Success operating independently and navigating competing priorities in a constantly changing environment
• General technical proficiency using a variety of software
• Proven track record of success in meeting and exceeding goals
• Self starter & ability to work autonomously - ability to dive into complex customer scenarios and forge a path forward
• Strong & Professional Virtual Presence - Excellent communication, organizational, and influencing skills (including written communication, negotiation and presentation skills)
• Flexibility & adaptability - we move quickly and introduce change consistently - an open mind is key to success!
• Problem solving mindset - critical & creative thinker and someone who thinks at scale - you towards the macro & are excited to work in a dynamic, fast paced environment.

What will help you stand out

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

Pay

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 $76,000—$122,000 USD
• Zone B $66,000—$106,000 USD
• Zone C $59,000—$94,000 USD

Schedule

Our approach to hybrid working allows for in-person collaboration while valuing individual needs. Our goal is to build a strong culture of connection as we work together to empower the restaurant community, regardless of location.

Benefits

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.

To learn more about our benefits, visit our careers page.

How Toast Uses AI In Its Hiring Process

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.

To learn more about how we use AI in our hiring process, visit our careers page.

Locations

To learn more about our in-office expectations by region, visit our careers page.

Diversity, Equity, and Inclusion

We embrace diversity, equity, and inclusion with authenticity, inclusivity, respect, and humility. By embedding these principles into our culture and design, we create equitable opportunities for all and raise the bar in delivering exceptional experiences.

Apply Today!

To apply, visit our careers page. Toast is committed to creating an accessible and inclusive hiring process. If you need an accommodation to access the job application or interview process, please contact candidateaccommodations@toasttab.com.