Bilingual (Mandarin) Sr. Customer Success Manager I, SMB - Dedicated, Emerging Markets

Toast creates technology to help restaurants and local businesses succeed in a digital world. As a Senior Customer Success Manager I, you will be the primary point of contact for customers, driving strategic initiatives to enhance adoption and retention while managing a diverse portfolio of Mandarin-speaking businesses.

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)

Requirements:

• 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