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

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.ResponsibilitiesManage 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 preferencesPartner closely with New Business Sales, Onboarding, and Growth Sales Leadership to coordinate revenue-driving opportunities aligned with each customer’s stage and goalsCollaborate cross-functionally with Product, BizOps, Care, Education, and Professional Services to ensure customers receive a unified and high-quality experience throughout the Toast journeyBuild credibility and trust with customers through consistent communication, cultural awareness, tailored recommendations, and proactive advocacyRetain and grow SaaS revenue through consultative engagements, strategic product recommendations, and clear value articulationDrive activation and adoption across the full Toast product suite using internal tools to analyze usage trends, identify gaps, and lead training that reinforces valueConfidently navigate Toast POS modules and relevant partner integrations to support troubleshooting and help customers maximize product effectivenessConduct discovery to identify expansion opportunities, customer referrals, and multi-location growthContribute to scalable Customer Success workflows and partner with cross-functional teams to refine processes for the broader Emerging Market motionTravel for onsite visits, including pre-go-live introductions, post-live technical reviews, and relationship-building sessions (based on customer concentration)SkillsFluent/Bilingual in Mandarin Chinese and English (written and verbal); able to support Mandarin-speaking customers across business, operational, and technical conversations6+ years of Account Management, Customer Success, Sales, or comparable experience managing customer satisfaction and business operationsDemonstrated ability to operate independently, organize competing priorities, and execute effectively in fast-moving environmentsStrong technical aptitude with the ability to quickly learn new tools, workflows, and product conceptsProven track record of exceeding goals in growth, retention, and/or customer engagement metricsExceptional communication, relationship-building, and influencing abilitiesAdaptable, flexible, and comfortable navigating changeCritical thinking and problem-solving mindset1+ years of experience using a POS (Point of Sale) software, ideally in the service or industryExperience working in the tech industry or for a SAAS companyExperience with Salesforce CRM, MS Office, G-Suite, and SlackBenefitsCash compensation (overtime, bonus/commissions if eligible)EquityBenefitsFlexibility to meet Toasters’ changing needsHybrid work model that fosters in-person collaboration while valuing individual needsReasonable accommodations for persons with disabilities to enable them to access the hiring processCompany OverviewToast 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.