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, helping business owners operate, increase sales, engage customers, and keep employees happy. A day in the life As a Senior Customer Success Manager I, Toast’s version of an “Account Manager”, you act as the primary point of contact and trusted advisor for your customers, driving strategic initiatives that strengthen adoption, satisfaction, and long-term retention. You excel at building strong relationships, understanding customer goals, and translating those into clear, actionable recommendations that deliver measurable value. The SMB CSS team manages regionally assigned books of business consisting of our highest-revenue and most influential SMB customers. 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. This is not your average CSM or Account Management team; in joining this team, you will be part of building a scaled Customer Success model. Composed of multiple teams, the Scaled CS team is evolving to better the customer experience. We are seeking an individual who is flexible, adaptable, and motivated by change. What you'll do (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). 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. 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. What will help you stand out (Nonessential Skills/Nice to Haves) 1+ years of experience using a POS (Point of Sale) so