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

Toast

Customer Success Manager engaging with Mandarin-speaking SMB customers at Toast. Driving customer success through tailored digital solutions and strategic initiatives in customer relations.

Posted 7/29/2026full-timeRemote • 🇺🇸 United StatesSenior💰 $95,000 - $152,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Account Management with a focus on customer satisfaction, churn mitigation, and SaaS revenue growth. Proficient in Payments and Credit Card Processing, leveraging data-driven strategies to enhance customer engagement and operational efficiency.

Highest-signal resume keywords

Account Management ExperiencePayments And Credit Card Processing KnowledgeFluent In Mandarin Chinese And EnglishData-Driven Decision MakingStrong Virtual Presence

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data EntryCase ManagementTechnical ProficiencySaaS Revenue GrowthProduct RecommendationDemo HostingCustomer Issue DiagnosisReport BuildingTech Stack AnalysisChurn Mitigation

Soft Skills

Excellent CommunicationOrganizational SkillsProblem Solving MindsetFlexibility And AdaptabilityInfluencing Skills

Tools & Technologies

Internal ToolsCustomer Marketing StrategiesGuest ModulesPOS ModulesCross-Functional Collaboration

Industry Keywords

Customer SatisfactionChurn Saves MotionConsultative EngagementData HygieneVirtual Presence

About the role

Key responsibilities & impact

Live customer interaction! This role is all about meeting new customers, getting on camera & navigating strategically, efficiently and confidently. You can run a demo, deliver complex messaging in a simplified & concise manner and can redirect or transition conversations to accomplish your goals.
Self investment into technical knowledge growth - education minded in order to continuously support customer at scale
Data Driven - you leverage data to make informed decisions on behalf of the customer and the business
Ability to diagnose customer issues, develop strategies, and make leverage cross-functional partners
Payments + Credit Card Processing Knowledge is a must have - you’ll engage with customers to discuss their rates and how it impacts their business
Retain & grow SaaS revenue through consultative engagement and product recommendation by understanding needs of each customer, tech stack analysis & conversation. Hosting demos and discovery calls are included in this motion
Drive activation and adoption across Toast product suite by analyzing product module usage and leverage internal tools/customer marketing strategies/cross functional teams to deliver presentations, demos & facilitate trainings
Downsell & Churn Saves Motion - interacting with customers to understand and document pain points with guest modules, discuss contract terms and enable customers to best use our modules
Data entry, calendar hygiene and report building is vital to success in this role and is a crucial component on your daily activities
Confidently navigate all guest & pos modules & have a working knowledge of partners, EC & XC.
Act as the voice of customer by gathering feedback and insight to relay to internal partners & leadership
Actively look for opportunities to operate at scale

Requirements

What you’ll need

Fluent/Bilingual in Mandarin Chinese and English (written and verbal)
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
Success operating independently and navigating competing priorities in a constantly changing environment
General technical proficiency using a variety of software
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
Strong & Professional Virtual Presence - Excellent communication, organizational, and influencing skills (including written communication, negotiation and presentation skills)
Flexibility & adaptability - we move quickly and introduce change consistently - an open mind is key to success!
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.

Benefits

Comp & perks

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