Senior Customer Success Manager I, SMB – Mandarin (US Remote)

Job Overview

The Senior Customer Success Manager will engage SMB customers through scheduled Zoom and phone meetings, email, and other digital channels to improve product adoption, resolve challenges, protect recurring revenue, and help customers get more value from Toast’s products and services.

Key Responsibilities

• Meet directly with customers through Zoom and phone conversations and manage live customer interactions confidently and efficiently.
• Deliver product demonstrations and explain complex messages in a simplified and concise way.
• Guide customers through activation and adoption strategies across the Toast product suite.
• Continuously build technical product knowledge to support customers effectively at scale.
• Use data to make informed decisions on behalf of customers and the business.
• Diagnose customer issues, develop appropriate strategies, and involve cross-functional partners when needed.
• Discuss payments and credit card processing rates with customers and explain their impact on the customer’s business.
• Retain and grow SaaS revenue through consultative engagement and product recommendations.
• Assess each customer’s needs and technology stack and use those insights during discovery and product conversations.
• Host demos and discovery calls as part of customer retention and growth activities.
• Analyze product-module usage to drive activation and adoption.
• Use internal tools, customer marketing strategies, presentations, demonstrations, and training to increase product usage.
• Support downsell and churn-save conversations by identifying customer pain points and discussing contract terms and product usage.
• Maintain accurate data entry, calendar hygiene, and reporting.
• Navigate Toast guest and POS modules and maintain working knowledge of relevant partner and ecosystem products.
• Collect customer feedback and communicate insights to internal partners and leadership.
• Identify opportunities to make Customer Success processes more scalable.

Required Qualifications

• Fluent or bilingual Mandarin Chinese and English in both written and verbal communication.
• 5+ years of Account Management experience with responsibility for customer satisfaction, churn mitigation, and business operations.
• Case or queue management experience involving organization, data hygiene, and prioritization.
• Ability to work independently while managing competing priorities in a changing environment.
• General technical proficiency across multiple software tools.
• Demonstrated track record of meeting or exceeding goals.
• Ability to work autonomously and develop solutions for complex customer situations.
• Strong professional virtual presence.
• Excellent communication, organizational, influencing, negotiation, and presentation skills.
• Flexibility and adaptability in a fast-changing environment.
• Strong critical and creative problem-solving skills.
• Payments and credit-card processing knowledge.

Preferred Qualifications

• 1+ years of experience using point-of-sale software, ideally within the service industry.
• Project Management experience or equivalent relevant experience.
• Experience working in the technology industry or for a SaaS company.
• Experience with Salesforce CRM, Chili Piper, Microsoft Office, G-Suite, or Slack.

Mandarin Customer Support Focus

This role supports a diverse SMB customer portfolio that includes a high volume of Asian-cuisine restaurants and Mandarin-speaking owners and operators.

The Senior Customer Success Manager will support customers across business, operational, and technical conversations while accounting for relevant cultural and operational context.

Customer Success Model

Toast’s On Demand Customer Success model uses targeted engagements and organized meeting queues rather than relying only on traditionally assigned customer portfolios. Customers may receive CSM support at different milestones throughout their journey or when additional strategic assistance is requested.

Interactions may involve email communication and individual Zoom or telephone meetings lasting approximately 30 minutes to one hour. Toast expects many interactions to be completed within one to three customer touchpoints or redirected to another part of the Toast ecosystem when appropriate.

Payments, Retention & Adoption

• Payments and credit-card processing conversations
• SaaS revenue retention
• Churn mitigation
• Downsell prevention
• Product recommendations
• Activation and adoption
• Discovery calls
• Product demonstrations
• Customer training
• Product usage analysis

Compensation

Toast provides geographically adjusted base salary ranges for this position:

• Zone A: $95,000–$152,000 USD per year.
• Zone B: $83,000–$133,000 USD per year.
• Zone C: $75,000–$120,000 USD per year.

The starting salary depends on skills, experience, and geographic location. Toast states that total rewards may also include cash compensation such as overtime, bonus or commissions where eligible, equity, and benefits.

AI at Toast

Toast states that AI tools are provided across disciplines including Engineering, Product, Sales, and Support to help employees work and learn more effectively. The company expects employees to be open to changes in AI-enabled ways of working.

AI-Assisted Recruitment

Toast states that AI tools may support recruiters and interviewers with note-taking, summarization, and interview documentation during the hiring process.

These tools are intended to support the interview process, while all hiring decisions are made by people.

Remote Work

This position is explicitly listed as Remote, United States. Toast also describes a broader hybrid working model across the company, with regional expectations varying by role and location.

The supplied listing does not identify individual state restrictions, required time zones, travel requirements, or work-authorization requirements for this position.