The Challenge
Toast is the operating system for restaurants. You'll lead a team of Marketing Specialists who directly drive restaurant growth through multi-channel campaigns-owning hiring, coaching, QA, and scaling processes that compound customer success.
Your Mission
Hire and onboard 2-3 high-performing Marketing Specialists to fill team gaps; establish onboarding playbook
Implement QA framework for campaign calendars and copy; reduce compliance issues by 50%
Conduct first round of 1:1s with all 10-12 team members; map individual career development paths
Review 5-10 customer books of business; identify 3+ expansion/upsell opportunities
Build and execute team coaching rhythms; achieve 90%+ team engagement scores in performance reviews
Scale team processes through documented playbooks for SLAs, capacity planning, and workload management
Drive $200K+ in incremental customer revenue through expansion opportunities and team efficiency gains
Establish quarterly calibration meetings; ensure consistent quality standards across all specialists
KPIs You'll Own
Team Goal Achievement Rate
Percentage of specialists hitting monthly/quarterly targets for customer outcomes (revenue growth, campaign performance, retention)
Customer Escalation Resolution Time
Average days to close escalations; track first-line resolution rate to reduce handoffs
QA Compliance Score
Percentage of campaigns meeting Toast Marketing Guidelines and legal/brand standards
Team Retention & Development
Internal promotion rate and time-to-productivity for new hires; employee engagement scores
Customer Expansion Revenue
Net new ARR/MRR generated from team-identified upsell and cross-sell opportunities
Tools & Stack
Your Team
Your Manager
Unknown (likely Director of Marketing Success or VP Customer Success)
Current Team
10-12 Marketing Success Specialists reporting to you
New role or managing existing team expansion
The Package
Salary
$130K-$160K base
Remote
On-site (location not specified, likely Toast HQ or regional office)
Benefits & Perks
Company Intelligence
Toast is the operating system for restaurants and local businesses, helping owners operate efficiently, increase sales, engage customers, and manage employees in a digital-first world. The Marketing Services team pairs restaurants with dedicated specialists to execute multi-channel campaigns and drive first-party demand growth.
Customers
Thousands of restaurants across the US
Culture
Hungry to build and learn; embraces AI and new tools; values empathy, business acumen, and technical aptitude
Is This Role For You?
- You've built and scaled customer success or marketing operations teams; you live for hiring, developing, and coaching talent
- You're process-obsessed: you build playbooks, SLAs, and QA systems that actually stick and scale
- You balance strategy with execution; you can zoom in on compliance details and zoom out to identify revenue opportunities
- You have hospitality or restaurant industry experience (nice-to-have but valuable perspective)
- You embrace AI and new tools as a way to empower your team and do more with less
- You prefer individual contributor roles or find team management draining rather than energizing
- You're uncomfortable with process documentation, QA oversight, or having hard conversations about performance
- You lack 8+ years in customer success/marketing or 2+ years managing teams-this is not an entry-level leadership role
Interview Process
Recruiter screen
Background on Toast, role overview, and leadership philosophy discussion
Hiring manager interview
Deep dive on team leadership experience, process building, and customer success metrics
Peer/team panel
Meet with cross-functional stakeholders (likely Product, Sales, or other CS leaders)
Executive round
Strategy conversation with director or VP-level stakeholder on vision and scaling
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Growth marketers drive user acquisition, activation, and retention through data-driven experimentation. They sit at the intersection of product, data, and marketing — running A/B tests, building funnels, and scaling what works.