Senior Customer Success Manager (SMB, On Demand, MLO, Mandarin Speaker)

Join Toast, a leading restaurant management platform, as a Senior Customer Success Manager. In this role, you will engage with small and medium-sized business customers, guiding them through early adoption and ensuring a tailored and seamless experience. You will also participate in revenue retention conversations and shape a scalable customer success model. This position requires fluency in Mandarin and English, as well as a strong background in account management and technical proficiency.

• Engager avec les clients à différents moments de leur parcours, en fournissant des conseils et des recommandations pour maximiser leur succès.
• Participer aux conversations de rétention des revenus pour mettre en évidence la valeur du produit et protéger contre le risque de concurrence.
• Agir en tant que voix du client en recueillant des commentaires et des informations à transmettre aux partenaires internes et à la direction.
• We seek an adaptable, flexible, and change-motivated individual to join our team
• Proven track record of success in meeting and exceeding goals
• Self starter & ability to work autonomously - ability to dive into complex customer scenarios and forge a path forward
• Flexibility & adaptability - we move quickly and introduce change consistently - an open mind is key to success!
• Strong & Professional Virtual Presence - Excellent communication, organizational, and influencing skills (including written communication, negotiation and presentation skills)
• 5+ years of Account Management experience, responsible for customer satisfaction, churn mitigation and business operations
• Case / Queue Management Experience - responsible for organization, data hygiene and prioritization management
• Fluent/Bilingual in Mandarin Chinese and English (written and verbal); able to support Mandarin-speaking customers across business, operational, and technical conversations
• Success operating independently and navigating competing priorities in a constantly changing environment
• Problem solving mindset - critical & creative thinker and someone who thinks at scale - you towards the macro & are excited to work in a dynamic, fast paced environment
• General technical proficiency using a variety of software
• 1+ years of experience using a POS (Point of Sale) software, ideally in the service industry
• Work or equivalent experience in Project Management role
• Experience working in the tech industry or for a SAAS company
• Experience with Salesforce CRM, Chilipiper, MS Office, G-Suite, and Slack