Bilingual (Spanish) Senior Customer Success Manager, Payroll - Emerging Markets

Toast

. Lead high-stakes discovery calls and product demos, delivering complex messaging with confidence and strategic redirection to meet goals.

Posted 5/19/2026full-timeRemote • 🇺🇸 United StatesSenior💰 $95,000 - $152,000 per yearWebsite

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Lead high-stakes discovery calls and product demos, delivering complex messaging with confidence and strategic redirection to meet goals.
Master the Core POS and Employee Cloud systems to diagnose technical issues and project manage intricate customer needs toward resolution.
Protect and expand SaaS revenue by identifying downsell risks and executing "churn save" motions through consultative engagement.
Leverage product usage data and business analytics to recommend payroll process improvements and ensure clients are maximizing service value.
Drive full activation of the Payroll Product Suite by hosting educational presentations, facilitating trainings, and analyzing module usage.
Act as the "Voice of the Customer" by gathering feedback for leadership and partnering with internal teams to ensure closed-loop issue resolution.
Maintain high standards for data integrity, calendar hygiene, and report building to support scalable customer success operations.

Requirements

What you’ll need

Fluent/Bilingual in Spanish and English (written and verbal)
2+ years of experience in B2B payroll operations, including deep knowledge of pay schedules, federal/state taxes, and benefits calculations.
Proven track record in a customer-facing role focused on churn mitigation, revenue retention, and driving overall customer satisfaction.
Demonstrated experience in case/queue management with a focus on data hygiene, task prioritization, and organizational efficiency.
High general tech-fluency and the ability to troubleshoot complex customer scenarios while navigating various software platforms.
Strong virtual presence with professional skills in negotiation, presentation, and simplified messaging for complex topics.
A critical and creative thinker who can move between micro-level troubleshooting and macro-level scaling in a fast-paced environment.
A self-starter who thrives in a constantly changing landscape and can operate independently to meet or exceed aggressive goals.

Benefits

Comp & perks

Competitive salary
Health insurance
401(k) matching
Flexible working hours
Professional development opportunities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

B2B payroll operationspay schedulesfederal taxesstate taxesbenefits calculationsdata hygienecase managementtask prioritizationtroubleshootingbusiness analytics

Soft Skills

customer satisfactionchurn mitigationnegotiationpresentationstrategic redirectioncritical thinkingcreative thinkingself-starterorganizational efficiencycommunication