Senior Customer Success Manager

Responsibilities

• Manage a regionally based book of Mandarin-speaking SMB customers, providing tailored guidance that aligns with their operational workflows.
• Act as a primary point of contact and trusted advisor to drive product adoption, satisfaction, and long-term retention.
• Partner with Sales, Onboarding, and Growth leadership to coordinate revenue-driving opportunities.
• Collaborate cross-functionally with Product, BizOps, and Professional Services to ensure a unified customer experience.
• Retain and grow SaaS revenue through consultative engagements and strategic product recommendations.
• Drive activation across the full Toast product suite by analyzing usage trends and leading training sessions.
• Navigate Toast POS modules and partner integrations to support troubleshooting and maximize product effectiveness.
• Identify expansion opportunities, customer referrals, and multi-location growth through proactive discovery.

Requirements

• Fluent/Bilingual in Mandarin Chinese and English (written and verbal) for business and technical conversations.
• 6+ years of experience in Account Management, Customer Success, Sales, or comparable business operations roles.
• Proven track record of exceeding goals in growth, retention, and customer engagement metrics.
• Strong technical aptitude with the ability to quickly master new tools and product concepts.
• Exceptional communication, relationship-building, and influencing skills.
• Ability to operate independently and manage competing priorities in a fast-moving environment.
• Adaptable and comfortable navigating organizational change.

Preferred Qualifications

• 1+ years of experience using Point of Sale (POS) software, ideally within the service industry.
• Previous experience working in the tech industry or for a SaaS company.
• Proficiency with Salesforce CRM, MS Office, G-Suite, and Slack.

About the Company

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.