Title: Senior Product Manager, Customer Support Experience

Location: Remote, United States (East Coast timezone Required)

About Toast:

Toast is driven by building the restaurant platform that helps restaurants adapt, take control, and get back to what they do best: building the businesses they love.

Are you bready* for a change? (Team Info)

In this role, you will shape the future of how customers get help and how Toast communicates with our customers about business critical events, updates, and actions in pursuit of driving our ambitious plans to transform the way customers access and receive support. This role spans two interconnected user experiences areas: the Customer Communications Platform and the Help Center team. In this role you will collaborate across teams to identify communication use cases, user data needs, communication channels, and measurement requirements to build a Communications Platform that can be leveraged by response engineering, customer operations, customer care, tax and payments teams, and more. You will also drive forward the roadmap to build customers a unified digital destination to get the help they need from Customer Care through seeing their open cases, relevant communications, device statuses, and more. 

The role is pivotal to unlocking accurate and complete user data that will be used across the company to better identify and communicate with our customers. If you’re passionate about helping customers succeed and eager to focus on a high priority area with opportunity to build new products and iterate on existing features,  we’d love to have you on our team.

About this roll* (Responsibilities) 

• Own and drive the roadmap for two key spaces for customer support experience: the Help Center and the Communications Platform. 
• Develop the Help Center from 1 to 100, personalizing it for all Toast customers and extending it to all surfaces including app. 
• Lead customer communications replatforming and cross-company customer facing communication governance 
• Identity and build solutions for improving the customer support experience across all customer journeys 
• Work closely with designers and developers to concept, prototype, ship, measure, and improve support feature 
• Partner with multiple teams to figure out what customers need to know and when 
• Research and get to know customers (internal and external) directly 
• Champion customer needs internally by building strong relationships horizontally and vertically within Toast

Do you have the right ingredients*?

• Experience as a senior product manager, including data governance, platform-thinking, as well as building customer-facing experiences across web, mobile
• A track record of shipping effective features and experiences with data-driven decision-making 
• Experience developing and launching products with cross-functional constraints, not just technical constraints, and working collaboratively and effectively with cross functional teams  
• Exceptional communication skills, able to work well with architects, engineers, designers, customers, as well as executives and functional leaders outside of R&D
• Passion for and knowledge of the role data plays for R&D teams, including how to structure data for use in AI-driven products
• Entrepreneurial mindset and ability to create a compelling product vision
• Take ownership of an existing product, and figuring out how to improve and iterate on it including setting, measuring, and optimizing the right metrics

Our Spread* of Total Rewards
We strive to provide competitive compensation and benefits programs that help to attract, retain, and motivate the best and brightest people in our industry. Our total rewards package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet Toasters’ changing needs. Learn more about our benefits at https://careers.toasttab.com/toast-benefits.

*Bread puns encouraged but not required

The base salary range for this role is listed below. The starting salary will be determined based on skills and experience. In addition to base salary, our total rewards components include cash compensation (overtime, bonus/commissions, if eligible), benefits, and equity (if eligible).

Diversity, Equity, and Inclusion is Baked into our Recipe for Success

At Toast, our employees are our secret ingredient—when they thrive, we thrive. The restaurant industry is one of the most diverse, and we embrace that diversity with authenticity, inclusivity, respect, and humility. By embedding these principles into our culture and design, we create equitable opportunities for all and raise the bar in delivering exceptional experiences.

We Thrive Together

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 restaurant community. To learn more about how we work globally and regionally, check out: https://careers.toasttab.com/locations-toast.

Apply today!

Toast is committed to creating an accessible and inclusive hiring process. As part of this commitment, we strive to provide reasonable accommodations for persons with disabilities to enable them to access the hiring process. If you need an accommodation to access the job application or interview process, please contact candidateaccommodations@toasttab.com.

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For roles in the United States, It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Senior Customer Success Manager

At Relo Metrics, the Customer Success team’s key focus is to help our clients achieve their business goals and ensure they recognize ongoing value from their investment in our products. We understand our clients' businesses and establish relationships with key stakeholders across the client organization to earn trust as thought leaders. The Senior Customer Success Manager will be responsible for managing a portfolio of Enterprise and SMB clients, delivering strong client retention and upsell. Your strategic account management will enable product optimization and provide thought leadership and industry best practices.

You have a strong passion for sports, previous hands-on account management experience, with a SaaS/data or Sports Sponsorship/Partnership background and thrives in a fast-paced environment. This person will orchestrate account success by partnering with Marketing, Product, Sales and Executive Leadership.

What You'll be Doing 
This full-time position requires a proactive, experienced, client-facing professional that possesses a demonstrated ability to successfully deliver on Relo Metrics' and client goals.

• Deliver value to a portfolio of key rights holder, agency and brand  clients by providing day-to-day account management and operational support that retains and grows client accounts
• • Operate as the lead point of contact for assigned client accounts
• Develop annual account plans that define the roadmap for client and Relo success; advocating for internal resources to help achieve that success
• • Detect, negotiate and close up-selling and renewals
• Build strong and long-lasting client relationships as their trusted contact translating to retention and revenue growth; ensure we have strategic relationships mapped among executives.
• Guide clients in usage and maintenance of our platform to serve their business needs and deliver ongoing value
• • Monitor client performance on the platform to share best practices and identify new business opportunities 
  • Serve as a secondary contact for inquiries and bug fix requests (to Support), collaborating with Data Ops team and Support as needed
  • Manage high impact requests or escalation action plans to completion
• Identify and define internal management process and tool optimization that strengthen our ability to deliver to clients
• Communicate within and across functions internally, reporting on the progress of initiatives and client activities with a focus on identifying product development or documentation opportunities
• Create (with Marketing) and share client case studies that exemplify successful and unique use and performance of our platform
• Manage and update CRM to ensure timely and proper data capture for company visibility, tools alignment, proactive account management and forecasting

Qualifications

• 4 -7 years’ experience managing a book of business in recurring revenue including managing the renewal and/or upsell process
• Experience in account management and/or within the sponsorship/partnership industry required, with an understanding of SaaS/data and sports background preferred
• Proven experience in growing and expanding revenue streams
• Professional experience in client engagement and experience - both virtually and in-person
• Travel experience and expectations to go in market 25% of the time
• Bachelor’s degree or higher
• Executive presence and ability to concisely articulate value to anyone, at any level within our customer base
• Entrepreneurial mindset for business strategy and customer success
• Excellent problem solving and analytical skills - continuously thinking “How can I make this better? How can we improve this?”
• Outgoing nature with a strategic, proactive approach and attention to executional excellence
• Customer-centric  mindset

What's In It For You?

At Relo Metrics, competitive base pay is a part of a total rewards package which also includes benefits and wellness. The reasonable estimated base pay range for this role is from $100,000.00 - $110,000.00 annually. The actual amount may be higher or lower. Individual compensation will vary based on factors including, but not limited to, relevant qualifications, work location, and labor market conditions.

The total rewards package offered also includes an employer-matched 401(k) retirement plan, and depending on the role, participation in a bonus, commission, or stock incentive program. Your recruiter can share more specifics during the hiring process. Learn more about our U.S. benefits & perks package at gumgum.com/benefits.

Note: This position offers the opportunity for remote work or 'work from home'. However, Relo Metrics is excited to only consider applicants residing in the local area listed in the job description for business needs including some or all of the following: client interaction, team interaction, timezone, etc.

Hey there!

We’re a passionate team of entrepreneurs in Eugene, Oregon, on a mission to make life better for people with disabilities—and for our community in general. We run a few businesses: a Medicaid-certified I/DD agency serving 70+ clients and families, a joyful cut-flower company, and a growing roster of tech ventures. We believe AI, automation, and good old creativity can make a huge difference—and we need someone like you to help make it happen.

• Loves solving problems and figuring out new tools.

   

• Thrives in a startup environment—flexible, independent, and proactive.

   

• Cares deeply about mission-driven work and improving the lives of others.

   

First month:

• Build and train AI chatbots to help clients, staff, and community members.

   

• Improve our websites for usability and accessibility.

   

• Help launch ClubHub, our community and events platform.

   

• Work closely with us to make sure your work fits the mission.

   

Next 3–6 months:

• Help launch a new software company using AI, automation, and workflow improvements.

   

• Optimize our agency documentation and business processes.

   

• Take on all tech projects—think internal tools, automations, data dashboards.

   

• Mission-driven – making a difference excites you.

   

• Tech-savvy – AI development(You’ve dabbled in AI chatbots, no-code/low-code tools, or basic scripting) automation, new tools… you dive in.

   

• A problem solver & self-starter – you spot inefficiencies and fix them, fast.

   

• A clear communicator – you can explain tech to non-tech teammates.

   

• Adaptable & curious – change excites you, learning is your jam.

   

• You’ve used Telegram, Google Workspace, Jotform, OpenPhone, Canva, Dropbox Sign.

   

• You’re local to Eugene—for hybrid collaboration.

   

• Negativity or lack of initiative is your vibe.

   

• Mission-driven work feels “cheesy” to you.

   

• Start at ~20 hrs/week with potential for full-time/salary growth.
• Remote-friendly
• Pay DOE—let’s find a number that works for both of us.
• Huge opportunity to learn, grow, and make an actual impact.

   

Send us your résumé and a letter telling us why this role excites you!

At One Identity we know that companies with a strong positive culture perform so much better. That is why every day we strive to create a collaborative and inclusive working environment where our people can feel empowered to succeed.

One Identity is an award-winning IT management software provider offering a broad selection of solutions that solve some of the most common and most challenging IT problems.

The Technical Communications Team of One Identity is responsible for researching and writing technical user documentation, explaining complex IT Security solutions. We collaborate with the development and UX design teams, proactively initiating discussions about the content and usability of our documentation and user interfaces. We like working in a positive and supportive team environment and thrive when we have the opportunity to make the world a bit safer (and better). We take pride in our work and our contribution is recognized and valued by our colleagues and end-users alike.

• Analyze development requirements to determine the documentation and user interface content deliverables for a project.
• Write, review, and maintain technical documentation and user interface content.
• Talk to developers and UX designers to become familiar with product technology and to collect information for documentation and UX writing purposes.
• Develop and maintain a strong understanding of our products and customer use cases.
• Adhere to technical communication standards.
• Conduct technical and peer reviews, run tests to ensure consistent quality for the produced content.
• Ensure documentation usability by testing their validity against the product.

• Identify contradictions, technical omissions, and inaccuracies between the documentation and the product.
• Collaborate with other teams to improve documentation processes to increase the efficiency and quality of our product documentation and UX Writing deliverables.
• Contribute to improving development processes and product usability.
• Detect opportunities for terminology and workflow alignment across related products.
• Understand the documentation code and improve its quality.

• Has 8+ (senior) / 5+ (medior) years of technical writing experience documenting enterprise-level software applications.
• Is proactive, self-motivated and has a can-do attitude.
• Has a near-native English proficiency and impeccable grammar.
• Has excellent writing and editing skills, and strong organization skills.
• Has an inquiring mind with meticulous attention to detail.
• Uses critical thinking to formulate questions that focus on investigating documentation- or product-related inconsistencies.
• Recognizes patterns.
• Uses creativity in their documentation and UX Writing assignments, while remaining compliant with company standards.
• Is interested in, or has experience with UX writing, or writing user interface content.
• Is experienced in using enterprise-level documentation toolchains. For example, source control systems (Git, SVN or TFS), and XML- or HTML-editors (MadCap Flare, oXygen, etc.) used for topic-based authoring.
• Works independently with little supervision.
• Works with and communicates effectively with a team of technical/UX writers and developers located around the world.

• Strong work-life balance, including flexible working hours and home office options.
• Allocated time for developing your skills.
• Inclusive atmosphere with a supportive team that appreciates improvement ideas and initiative.
• Support in reaching your goals.
• A team that welcomes initiative and self-motivation. You will not always be told what to do exactly, but you will be supported in your work, and your ideas will be discussed together with the team.
• A professional environment, where we define and drive what technical communication is.

• We will ask you to send us your CV.
• If your CV is selected, you will be invited to schedule a screening call with the Recruitment Business Partner. In this call, we will discuss your experience, understand what you are looking for in a Technical/UX Writer role, talk about your work and approach to technical writing, discuss your compensation expectations and the reasons why you want to join One Identity. We will also answer any questions you may have about the position and the company.
• We will ask for 2-3 sample documents that you wrote.
• If you successfully pass the screening call, we will ask you to complete a test that measures various technical writing competencies and skills.
• If you pass the test, you will be invited to a 60-90-minute interview with our Technical Communications Team Lead and the Team. In this interview, we are interested in you, your experiences, skills and goals; and we will answer any questions that you have. Note that this will not be a traditional panel interview, but rather a semi-informal discussion where you will have the chance to meet your future teammates and get a sense of what working with us will be like.

One Identity enables organizations of all sizes to better secure, manage, monitor, protect, and analyze information and infrastructure to help fuel innovation and drive their businesses forward. With team members around the globe, we intend to continue to grow revenues and add value to customers.

When you join our team, you will have the opportunity to build and develop products at a scale few others can provide. Our product portfolio serves a large base of customers and we are addressing the strategic imperatives for enterprise businesses. Working with some of the most talented employees the industry has to offer, we provide enhanced career opportunities for team members to learn and grow in a rapidly changing environment.

• Life at One Identity means collaborating with dedicated professionals with a passion for technology.
• When we see something that could be improved, we get to work inventing the solution.
• Our people demonstrate our winning culture through positive and meaningful relationships.
• We invest in our people and offer a series of programs that enables them to pursue a career that fulfills their potential.
• Our team members’ health and wellness is our priority as well as rewarding them for their hard work.

One Identity is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: One Identity is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at One Identity are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. One Identity will not tolerate discrimination or harassment based on any of these characteristics. One Identity encourages applicants of all ages.

Come join us. For more information, visit us on the web at One Identity Careers | Explore Opportunities with the OI Team

Job seekers should be aware of fraudulent job offers from online scammers and only apply to roles listed on quest.com/careers using our applicant system. Note: We do not use text messaging or third-party messaging apps like Telegram to communicate with applicants, so please exercise caution if you are approached in this way and only interact with people claiming to be Quest employees if they have an email address ending in @quest.com or @oneidentity.com

#LI-PE1

The Role:

We are looking for a Senior React Native Developer for one of our clients. You are a perfect candidate if you are growth-oriented, you love what you do, and you enjoy working on new ideas to develop exciting products.

What we are looking for:

• +5 years of professional experience working with React Native.
• +2 years of professional software development experience.
• Deep understanding of React Native best practices and a commitment to follow them.
• Ability to work through new and difficult React Native issues and contribute to libraries as needed.
• Ability to create and maintain continuous integration and delivery of React Native applications.
• Team spirit: strong communication skills to collaborate with various stakeholders.
• Good time-management skills.
• Ability to work with minimal supervision.
• Intermediate-advanced English level.

• Time zone: CET (+/- 3 hours). We are unable to consider applications from candidates in other time zones.

Nice-to-have:

• Experience working with Swift, Objective C, and / or Java.

Responsibilities:

• Architect, build, and maintain excellent React Native applications with clean code.
• Implement pixel-perfect UI's that match designs.
• Implement clean, modern, smooth animations and transitions that provide an excellent user experience.
• Integrate third-party API's.
• Write unit and integration tests.
• Release applications to the Apple and Google Play stores.
• Work with native modules when required.

What we offer:

• Get paid, not played

• No more unreliable clients. Enjoy on-time monthly payments with flexible withdrawal options.

• Predictable project hours
• Enjoy a harmonious work-life balance with consistent 8-hour working days with clients.
• Flex days, so you can recharge
• Enjoy up to 24 flex days off per year without losing pay, for full-time positions found through Proxify.
• Career-accelerating positions at cutting-edge companies
• Discover exclusive long-term remote positions at the world's most exciting companies.
• Hand-picked opportunities just for you
• Skip the typical recruitment roadblocks and biases with personally matched positions.
• One seamless process, multiple opportunities
• A one-time contracting process for endless opportunities, with no extra assessments.

• Compensation
• Enjoy the same pay, every month with positions landed through Proxify.