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

This is a fully remote position, open to applicants in United States.

📋 Description

• Engage directly with customers! This position focuses on connecting with new clients, appearing on camera, and navigating interactions strategically, efficiently, and confidently. You will conduct demonstrations, convey complex messages in a clear and concise manner, and skillfully redirect or transition conversations to achieve your objectives.

• Commitment to self-improvement in technical knowledge - maintain an education-oriented approach to continually support customers on a larger scale.

• Data-Informed Decision Making - utilize data to drive informed choices that benefit both the customer and the business.

• Capability to identify customer challenges, devise strategies, and collaborate with cross-functional partners.

• Knowledge of Payments and Credit Card Processing is essential - you will interact with customers to discuss their rates and the impact on their businesses.

• Retain and expand SaaS revenue through consultative engagement and product recommendations by understanding each customer’s needs, analyzing their tech stack, and conversing effectively. This includes hosting demos and discovery calls.

• Promote activation and adoption across the Toast product suite by examining product module usage and utilizing internal tools, customer marketing strategies, and cross-functional teams to deliver presentations, demos, and facilitate training sessions.

• Manage downsell and churn save initiatives - engage with customers to understand and document their pain points with guest modules, discuss contract terms, and empower customers to optimize their use of our modules.

• Accurate data entry, maintaining calendar organization, and report generation are crucial for success in this role and form a key part of your daily responsibilities.

• Navigate all guest and POS modules with confidence and possess a working knowledge of partners, EC, and XC.

• Serve as the customer advocate by collecting feedback and insights to share with internal partners and leadership.

• Actively seek opportunities to operate at scale.

⛳️ Requirements

• Fluent/Bilingual in Mandarin Chinese and English (both written and verbal).

• At least 5 years of experience in Account Management, focusing on customer satisfaction, reducing churn, and managing business operations.

• Experience in Case/Queue Management - responsible for organization, data accuracy, and prioritization management.

• Proven success in operating independently and managing competing priorities in a fast-paced environment.

• General technical proficiency with a variety of software tools.

• Demonstrated history of meeting and exceeding performance goals.

• Self-motivated with the ability to work autonomously - capable of addressing complex customer scenarios and creating effective solutions.

• Strong and Professional Virtual Presence - Exceptional communication, organizational, and influencing abilities (including written communication, negotiation, and presentation skills).

• Flexibility and adaptability - we operate quickly and consistently introduce changes; an open-minded attitude is essential for success!

• Problem-solving mindset - a critical and creative thinker who considers the bigger picture and is eager to thrive in a dynamic, fast-paced environment.

🏝️ Benefits

• Learn more about our benefits at https://careers.toasttab.com/toast-benefits.