Top Customer Success & Experience Jobs in Seattle, WA

Own a regional mid-market SaaS customer portfolio of 16–50 locations. Build executive relationships, drive product adoption, retention, expansion, and referrals, identify churn risks, lead strategic business reviews, facilitate demos, manage escalations, and coordinate cross-functional teams. The role requires consultative account management, strong communication, independent prioritization, and the ability to influence senior decision-makers.

Own end-to-end onboarding and implementation for large enterprise sports and entertainment customers. Manage 50+ concurrent projects across 500+ revenue centers, coordinating timelines, milestones, risks, stakeholders, and cross-functional handoffs through rollout. Serve as a trusted advisor to executive clients, drive scalable process improvements, and ensure successful implementation outcomes using disciplined project management and tools including Salesforce and Google Workspace.

Own end-to-end onboarding and implementation for complex enterprise hotel customers with 500+ locations. Manage 50+ concurrent implementations from contract through activation and adoption, coordinating milestones, risks, communications, and cross-functional delivery. Serve as a trusted advisor to executive stakeholders, drive scalable process improvements, and ensure projects meet customer goals, timelines, and scope using Salesforce, Asana, and Google Workspace.

Manages relationships and support for enterprise restaurant franchisees, owning requests through resolution, quarterbacking escalations, identifying retention and upsell opportunities, and partnering with Customer Success Managers on account strategy. The role requires cross-functional collaboration, proactive outreach, QBR preparation, accurate account documentation, and strong knowledge of customer operations and Toast’s product suite.

Leads Toast’s Escalations organization across multiple locations, managing escalation managers and advisors. Owns operating models, KPIs, service quality, resolution outcomes, executive customer issues, and continuous improvement. Partners cross-functionally with Care, Customer Success, Product, Engineering, FinTech, and Legal. Develops leaders, establishes escalation standards, drives root-cause analysis, and pilots AI tools for triage, case summarization, and pattern detection.