Onboarding Consultant I, Retail

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.

About the Role

The Retail Team is a newer vertical at Toast, building out sales and servicing capacity for retail customers. As an Onboarding Consultant (Toast’s term for an Implementation Specialist), you serve as the customer’s relationship manager and primary point of contact from the time the account purchases Toast through the onboarding phase of the customer journey. You will work autonomously under an Onboarding Manager to achieve monthly activation goals, prioritize tasks based on customer needs and Toast requirements, and deliver high-quality customer interactions.

To thrive in this role, you should be flexible, motivated by aggressive growth goals, and excel in ambiguous environments. The Retail Team has two types of Onboarding Consultants:

• Retail Onboarding Consultants: Responsible for the end-to-end onboarding experience of new customers.
• Guest/Menu Onboarding Consultants: Partner closely with Retail Onboarding Consultants and service a wider range of customers by building menus and activating Guest modules.

If selected for an interview, you will be considered for both positions, and your recruiter can provide more details about the differences.

Responsibilities

• Leverage Toast product knowledge and project management skills to partner with retail business owners during the Go-Live phase, creating onboarding plans that ensure a high-quality implementation experience within timeline and budget.
• Develop best practices for managing daily business operations by enabling business owners and staff to utilize Toast, including labor and inventory management and guest relationships.
• Conduct remote site assessments to determine networking needs and communicate those requirements to project resources.
• Perform remote onboarding while documenting the installation of the Toast POS system, observing Toast best practices, and noting any deviations identified during the design phase.
• Create and lead an onboarding training plan for retail staff, focusing on leveraging the Toast product configured to their business and workflow to improve operational efficiencies and enhance customer and staff experiences.
• Manage multiple onboarding engagements simultaneously, including large books of business (45+ retail locations) in your region.
• Ensure a smooth transition and provide post-live remote guidance, troubleshooting, or follow-up training during the customer’s first 30 days of usage.

Requirements

• 3+ years of experience in a role responsible for customer satisfaction and business operations (e.g., retail store manager).
• Ability to operate independently and navigate competing priorities in a constantly changing environment.
• Proven track record of meeting and exceeding goals.
• Excellent communication, organizational, and influencing skills.

Nice-to-Have Skills

• Understanding of POS systems, integrations, and retail operation workflows (especially for candidates from hospitality or retail SaaS backgrounds).
• Experience in project management or implementation roles working with cross-functional teams and managing multiple priorities.
• Proficiency in project management tools such as Salesforce, Asana, and Google Workspace, with strong organizational discipline.
• Experience working in the tech industry or for a SaaS company.
• Training, teaching, or development experience.
• Sales and objection-handling experience.
• Location in a Pacific or Mountain time zone.

AI at Toast

At Toast, one of our core values is a hunger to build and learn. We believe learning new AI tools empowers us to build for our customers faster, more independently, and with higher quality. These tools are provided across all disciplines—from Engineering and Product to Sales and Support—and we’re inspired by how our team members drive real value with them. Those who thrive here embrace changes that allow us to build more for our customers; it’s a core part of our culture.

During the hiring process, we use AI tools to support recruiters and interviewers with tasks like note-taking, summarization, and interview documentation, ensuring they can focus fully on your conversation. All hiring decisions are made by people. Learn more about how we use AI in hiring.

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, total rewards may include cash compensation (e.g., overtime, bonus/commissions if eligible), equity, and benefits.

• Zone A: $70,000—$80,000 USD
• Zone B: $60,000—$70,000 USD
• Zone C: $55,000—$65,000 USD

Learn more about how we align pay with local labor markets in our Geographic Pay Zone Philosophy.

Benefits

We strive to provide competitive compensation and benefits programs that help attract, retain, and motivate top talent. Our total rewards package goes beyond great earnings potential and includes benefits designed to support a healthy lifestyle and meet Toasters’ evolving needs. Learn more about our benefits.

Schedule

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 and retail communities, regardless of location. Learn more about our in-office expectations by region.