Note: The job is a remote job and is open to candidates in USA. Toast is a company that creates technology to help restaurants and local businesses succeed in a digital world. They are seeking a Bilingual (Mandarin) Sr. Customer Success Manager I to act as the primary point of contact for customers, driving strategic initiatives to enhance customer satisfaction and retention, particularly among Mandarin-speaking clients.
Responsibilities
- Manage a regionally based book of customers, many of whom operate Asian-cuisine concepts and Mandarin-speaking businesses, and deliver tailored guidance that aligns with their operational workflows and communication preferences
- Partner closely with New Business Sales, Onboarding, and Growth Sales Leadership to coordinate revenue-driving opportunities aligned with each customer’s stage and goals
- Collaborate cross-functionally with Product, BizOps, Care, Education, and Professional Services to ensure customers receive a unified and high-quality experience throughout the Toast journey
- Build credibility and trust with customers through consistent communication, cultural awareness, tailored recommendations, and proactive advocacy
- Retain and grow SaaS revenue through consultative engagements, strategic product recommendations, and clear value articulation
- Drive activation and adoption across the full Toast product suite using internal tools to analyze usage trends, identify gaps, and lead training that reinforces value
- Confidently navigate Toast POS modules and relevant partner integrations to support troubleshooting and help customers maximize product effectiveness
- Conduct discovery to identify expansion opportunities, customer referrals, and multi-location growth
- Contribute to scalable Customer Success workflows and partner with cross-functional teams to refine processes for the broader Emerging Market motion
- Travel for onsite visits, including pre-go-live introductions, post-live technical reviews, and relationship-building sessions (based on customer concentration)
Skills
- Fluent/Bilingual in Mandarin Chinese and English (written and verbal); able to support Mandarin-speaking customers across business, operational, and technical conversations
- 6+ years of Account Management, Customer Success, Sales, or comparable experience managing customer satisfaction and business operations
- Demonstrated ability to operate independently, organize competing priorities, and execute effectively in fast-moving environments
- Strong technical aptitude with the ability to quickly learn new tools, workflows, and product concepts
- Proven track record of exceeding goals in growth, retention, and/or customer engagement metrics
- Exceptional communication, relationship-building, and influencing abilities
- Adaptable, flexible, and comfortable navigating change
- Critical thinking and problem-solving mindset
- 1+ years of experience using a POS (Point of Sale) software, ideally in the service or industry
- Experience working in the tech industry or for a SAAS company
- Experience with Salesforce CRM, MS Office, G-Suite, and Slack
Benefits
- Cash compensation (overtime, bonus/commissions if eligible)
- Equity
- Benefits
- Flexibility to meet Toasters’ changing needs
- Hybrid work model that fosters in-person collaboration while valuing individual needs
- Reasonable accommodations for persons with disabilities to enable them to access the hiring process
Company Overview
Toast is a point-of-sale and restaurant management platform designed for businesses in the food service and hospitality industry. It was founded in 2011, and is headquartered in Boston, Massachusetts, USA, with a workforce of 1001-5000 employees. Its website is https://pos.toasttab.com.