Mia Filippini has spent the last 8 years in customer success at Toast, Inc. She built the account management team from the ground up, which is now a 50+ team supporting Toast’s largest restaurant accounts. Once the pandemic hit, Mia shifted her focus to creating a comparable experience for restaurants without a dedicated account manager through a low-touch high-volume model. Today, as Director of Customer Success at Scale, she is responsible for the retention, sentiment, and growth of 85% of Toast’s customer base. She maintains a 1:8500 rep-to-location ratio which is made possible by strong cross-functional partnerships, repeatable trigger-based processes, a data-centric approach, and constant testing.