Senior Customer Success Manager, SMB – Emerging Markets

Job not on LinkedIn

November 18

Apply Now

Receive Emails with Similar Jobs

Toast

WebsiteLinkedInAll Job Openings

SaaS • B2B • Hospitality

Toast is a technology company that specializes in providing integrated software and hardware solutions for the restaurant industry. Their offerings include a comprehensive restaurant management platform that features point of sale (POS) systems, payment processing, online ordering, payroll management, and various operational tools designed to streamline restaurant operations. Toast's platform is tailored to meet the needs of diverse restaurant types, including quick service, full service, fast casual, fine dining, cafes, and food trucks. They also provide resources like industry insights and educational materials to support restaurant success.

1001 - 5000 employees

Founded 2013

☁️ SaaS

🤝 B2B

📋 Description

• 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) • 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.

🏖️ Benefits

• Competitive compensation and benefits programs • Health insurance • Paid time off • Flexibility to meet changing needs • Professional development opportunities