Sr. Customer Success Manager I, SMB - On Demand, MLO (Mandarin)

Toast creates technology to help restaurants and local businesses succeed in a digital world, helping business owners operate, increase sales, engage customers, and keep employees happy.

In service to protecting revenue and creating raving fans, Customer Success Managers (CSMs) within On Demand will engage with customers at various milestones along the customer journey. Through targeted engagements and organized meeting schedules in our queue, our small and medium-sized business (SMB) customers have the opportunity to collaborate with our strategic team to drive their business success. Customers, internal teams, and senior leadership can also request CSM assistance on an as-needed basis for success-related matters.

This role will support a diverse portfolio that includes a high volume of Asian-cuisine restaurants and Mandarin-speaking owners/operators. You will guide these customers through early adoption, navigate cultural and operational nuances, and ensure they receive a tailored and seamless Toast experience.

CSMs engage in email communication and one-on-one interactions in thirty-minute to one-hour Zoom or phone meetings with customers. These meetings include but are not limited to -  reviewing best practices, discussing activation and adoption strategies, facilitating crucial conversations aligned with business needs, and resolving pain points or de-escalating situations. CSMs should anticipate and tailor interactions to be completed within one to three touchpoints with the customer or evaluate the customer's journey for placement within another part of the Toast Ecosystem.  In addition to virtual engagements, our CSMs will work within our digital realm, strategizing with our customers via email to answer questions, provide resources and drive engagement. 

In this role, you will delve into technical and strategic initiatives, manage your time effectively, optimize customers' time, and deliver an exceptional customer experience. It extends beyond the traditional customer success manager position, as you will be instrumental in shaping a scalable customer success model. Additionally, you will participate in revenue retention conversations to highlight the value of the product and protect against competitive churn. We seek an adaptable, flexible, and change-motivated individual to join our team.

A day in the life (Responsibilities) 

Live customer interaction! This role is all about meeting new customers, getting on camera & navigating strategically, efficiently and confidently. You can run a demo, deliver complex messaging in a simplified & concise manner and can redirect or transition conversations to accomplish your goals. 

Self investment into technical knowledge growth - education minded in order to continuously support customer at scale

Data Driven - you leverage data to make informed decisions on behalf of the customer and the business

Ability to diagnose customer issues, develop strategies, and make leverage cross-functional partners

Payments + Credit Card Processing Knowledge is a must have - you’ll engage with customers to discuss their rates and how it impacts their business

Retain & grow SaaS revenue through consultative engagement and product recommendation by  understanding needs of each customer, tech stack analysis & conversation. Hosting demos and  discovery calls are included in this motion

Drive activation and adoption across Toast product suite by analyzing  product module usage and leverage internal tools/customer marketing strategies/cross functional teams to deliver presentations, demos & facilitate trainings

Downsell & Churn Saves Motion - interacting with customers to understand and document pain points with guest modules, discuss contract terms and enable customers to best use our modules

Data entry, calendar hygiene and report building is vital to success in this role and is a crucial component on your daily activities

Confidently navigate all guest & pos modules & have a working knowledge of partners, EC & XC.

Act as the voice of customer by gathering feedback and insight to relay to internal partners & leadership 

Actively look for opportunities to operate at scale

What you'll need to thrive (Requirements)

Fluent/Bilingual in Mandarin Chinese and English (written and verbal) ; able to support Mandarin-speaking customers across business, operational, and technical conversations.

5+ years of Account Management experience, responsible for customer satisfaction, churn mitigation and business operations

Case / Queue Management Experience - responsible for organization, data hygiene and prioritization management

Success operating independently and navigating competing priorities in a constantly changing environment

General technical proficiency using a variety of software

Proven track record of success in meeting and exceeding goals

Self starter & ability to work autonomously - ability to dive into complex customer scenarios and forge a path forward

Strong & Professional Virtual Presence - Excellent communication, organizational, and influencing skills (including written communication, negotiation and presentation skills)

Flexibility & adaptability - we move quickly and introduce change consistently - an open mind is key to success!

Problem solving mindset -  critical & creative thinker and someone who thinks at scale - you towards the macro & are excited to work in a dynamic, fast paced environment. 

Non-essential Skills/Nice to Haves

1+ years of experience using a POS (Point of Sale) software, ideally in the service industry 

Work or equivalent experience in Project Management role

Experience working in the tech industry or for a SAAS company 

Experience with Salesforce CRM, Chilipiper, MS Office, G-Suite, and Slack

AI at Toast

At Toast, one of our company values is that we're hungry to build and learn. We believe learning new AI tools empowers us to build for our customers faster, more independently, and with higher quality. We provide these tools across all disciplines, from Engineering and Product to Sales and Support, and are inspired by how our Toasters are already driving real value with them. The people who thrive here are those who embrace changes that let us build more for our customers; it’s a core part of our culture.

Our Total Rewards Philosophy

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 .

#LI-DNI The base salary range for this role is listed below. The starting salary will be determined based on skills, experience, and geographic location. In addition to base salary, our total rewards components include cash compensation (overtime, bonus/commissions if eligible), equity, and benefits. You can learn more about how we align pay with local labor markets in our Geographic Pay Zone Philosophy .

Zone A $95,000 — $152,000 USD

Zone B $83,000 — $133,000 USD

Zone C $75,000 — $120,000 USD

How Toast Uses AI in its Hiring Process

Throughout the hiring process, our goal is to get to know you. We use AI tools to support our recruiters and interviewers with tasks like note-taking, summarization, and documentation of interviews to ensure they can be fully focused on your conversation. All hiring decisions are made by people. To learn more: https://careers.toasttab.com/ai-in-hiring

Our Approach to Hybrid Working

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 hospitality community, regardless of location. Please visit the Locations page on our career site to learn more about our in-office expectations by region:  https://careers.toasttab.com/locations-toast

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 .

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.