Director, Enterprise Customer Success
Core
Lead the Enterprise Customer Success team for Toast's largest customers (500+ locations), owning revenue outcomes, retention, and growth while architecting a global CS model.
Role type
Senior Director, Enterprise Customer Success
Builds
Global Enterprise CS coverage model, scalable systems, and high-performing teams for multi-region restaurant and hospitality brands
Domain
SaaS / Restaurant & Hospitality Technology
Required skills
Enterprise customer success leadership, team management (managing managers), revenue ownership (NRR/churn/expansion), executive stakeholder management, global market expansion strategy, operational system design, data-driven decision making
Preferred skills
Restaurant/hospitality industry experience, franchise/multi-brand organization support, AI-enabled CS workflows, Salesforce CRM, organizational change management
Technologies
Salesforce CRM, modern CS platforms
Responsibilities
Own Enterprise segment revenue outcomes including net revenue retention and churn mitigation; Build and develop a high-performing team of managers and CSMs; Design and lead the global Enterprise CS coverage model for international expansion; Serve as executive sponsor for high-visibility accounts with C-suite stakeholders; Drive operational excellence with account planning, QBRs, and risk management; Partner cross-functionally with Sales, Product, and Onboarding
Seniority
Director, strategic leadership & team building
