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Toast Inc: Customer Success Strategy & Account Management Structure Former Manager, Customer Success at Toast

Former Manager, Customer Success at Toast, led a team of 9 CSMs managing $54M ARR across 400+ SMB and mid-market restaurant accounts, with 15+ years of SaaS customer success and account management experience. Delivered 143% net revenue retention and 93% CSAT through lifecycle playbooks, health-scoring frameworks, and proactive engagement strategies, while building scalable post-sale operations across multiple regions.