Jake Refojo
Ashland,MA
Summary
Proven leader in customer success and sales, excelling in relationship management and cross-functional customer advocacy. At Toast, I drove significant growth, managing over $7.5M in ARR and achieving over 120% of quota. I consistently surpassed upsell targets and played a key role in Toast's rapid scale for IPO, demonstrating exceptional negotiation skills and a commitment to customer retention. I'm looking to continue to challenge myself and grow my customer focused abilities by working for an innovative and industry leading company on the rise.
Overview
9
9
years of professional experience
Work History
Senior Customer Success Manager II
Toast
Boston, MA
03.2023 - Current
- Continue to develop strong relationships with customers, focusing on Toast's growth in the MM space and demonstrating the value Toast provides as a long term partner through compelling data and product reviews
- Responsible for ~7.5M in ARR across 15 different customers, relied upon as a strong relationship builder that establishes a smooth onboarding experience for customers while aligning product team and advocating for pressing product gaps
- Ability to develop strong relationships manifested via new future growth commitments to Toast, providing additional ~500k in ARR to the MM business
- Consistently exceed quarterly upsell KPI of $15k with 0 churn
Senior Customer Success Manager I
Toast
Boston, MA
05.2022 - 03.2023
- Promoted to Senior CSM I to continue developing positive relationships with MM/ENT customers and advocating for Toast as their POS provider of choice
- Responsible for ~$4.5M in ARR across 12 different accounts, continuing to work with additional top Toast customers such as Paris Baguette
- Develop strong cross-functional relationships with Product team to ensure pressing feature requests are addressed and Toast is correctly positioned to support larger customers as our growth quickened
- Consistently exceeded quarterly upsell KPIs of $10K with 0 churn, earned "TOP CSM" award
Customer Success Manager II
Toast
Boston, MA
04.2021 - 05.2022
- Asked to rejoin the Toast CS team as Toast begins to scale and prepare for IPO at end of 2021
- Responsible for ~2.5M in ARR across 10 different accounts, working with some of Toast's top customers at the time, such as Anheuser Busch
- Established best practices within the MM/ENT space by focusing on quarterly SBRs and developing deep personal relationships with each of my customers via weekly calls
- Confidently navigated ambiguity as new systems/ procedures continued to be built out as Toast scaled for IPO
Customer Success Manager
PTC/ Onshape
Boston, MA
07.2020 - 04.2021
- Joined the PTC/Onshape team to develop a SMB oriented Customer Success workflow, prioritizing a one to many approach
- Diligently studied CAD/Engineering principals during onboarding to ensure I was as much of a subject matter expert as possible
- Developed a fully automated workflow for SMB customers, comprised of welcome emails, quarterly check-ins, automated NPS follow-ups, and renewal reviews.
- Constantly promoted and educated customers on the value and competitive advantages of cloud based CAD
Restaurant Success Manager, Top SMB
Toast
09.2019 - 04.2020
- Manage $1.25M book of business, comprised of over 400 total accounts
- Responsible for upselling & adoption of Toast Modules, leading to over $60k in ARR
- De-escalation of competitive churn situations, resulting in 0% competitive churn
- Conduct quarterly business reviews & product demo/discussions, resulting in consistent quarters exceeding over 120% of quota
- Led mentoring of new RSM's to ensure team is a strong cohesive unit
- Cross functional collaboration with Product/Support teams to roll out beta programs & resolve customer issues
ENT/Global Customer Development Representative
Seismic Software
03.2018 - 11.2018
- ENT- Attained 113% of quota over a 9 month period, securing a minimum of 15 meetings and 2 opportunities each month, generating $1.5M in new pipeline and $30K+ in closed deals
- Conducted proactive outreach to targeted accounts through prospective contacts within a specified region/market to uncover and qualify new opportunities
- Global - Developed strategic sales approach working global Fortune 500 accounts, leading to $2.45M pipeline in new opportunities and $468K in closed deals
- Obtained at least 3 qualified Opportunities per month by uncovering potential use cases by leading discovery calls with Director, VP, and senior leadership levels
Sales Associate
Global Rescue
03.2017 - 03.2018
- Generated new partnerships with lodges, outfitters, and tour operators in the adventure travel space
- Managed sales cycle/up-sells from outreach to implementation for over 100 partner's accounts
- Worked with C-level contacts on accounts to develop a marketing and enrollment plan to enable integration of Global Rescue services into trip confirmations
Sales Associate/Account Executive
Tranlations.com
01.2016 - 02.2017
- Conducted proactive business outreach for the New England area through over 100 cold touches daily
- Led 8-person sales team as captain appointed by VP of Sales
- Curated a pipeline of over $500K in proactive business in 6 months, winning $20K in new business
Education
Class of 2016 - International Affairs & Political Science
University of Colorado, Boulder
Boulder01.2016
Skills
- Salesforce proficiency
- Pipeline development
- Relationship management
- Customer retention
- Cross-functional coordination
- Customer relationship building
- Negotiation
- Stakeholder management
Accomplishments
- Journey of Hope - Biking cross country to raise funds and awareness for those with mental and physical dissabilities
- Boston Marathon Runner - Raised over $10k to help fight Lukemia
- Haymakers for Hope - Fought a sanctioned USA Boxing Match, raised $20k for Lukemia research
References
References available upon request.
Timeline
Senior Customer Success Manager II
Toast
03.2023 - Current
Senior Customer Success Manager I
Toast
05.2022 - 03.2023
Customer Success Manager II
Toast
04.2021 - 05.2022
Customer Success Manager
PTC/ Onshape
07.2020 - 04.2021
Restaurant Success Manager, Top SMB
Toast
09.2019 - 04.2020
ENT/Global Customer Development Representative
Seismic Software
03.2018 - 11.2018
Sales Associate
Global Rescue
03.2017 - 03.2018
Sales Associate/Account Executive
Tranlations.com
01.2016 - 02.2017
Class of 2016 - International Affairs & Political Science
University of Colorado, Boulder
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