(Mandarin) Sr. Customer Success Manager I, SMB

About the role

This position focuses on supporting a portfolio of Asian-cuisine restaurants and Mandarin-speaking business owners. You will serve as a strategic partner to these clients, guiding them through product adoption and ensuring they receive a tailored experience.

Key facts

What you'll do

• Conduct virtual meetings via Zoom or phone to review best practices, activation strategies, and business needs.
• Manage customer interactions through email and one-on-one sessions to resolve issues and de-escalate concerns.
• Analyze product usage data to drive adoption and provide consultative recommendations.
• Handle revenue retention efforts, including churn mitigation and contract discussions.
• Maintain accurate records through data entry, calendar management, and report generation.
• Act as the voice of the customer by relaying feedback to internal leadership and cross-functional teams.
• Collaborate with partners to discuss payment processing and credit card rates.

Requirements

• Fluency in Mandarin Chinese and English (written and verbal) to support technical and operational conversations.
• 5+ years of account management experience focused on customer satisfaction and churn prevention.
• Experience managing a case queue, including data hygiene and task prioritization.
• Proven ability to work autonomously in a fast-paced, changing environment.
• Professional virtual communication, negotiation, and presentation skills.
• Technical proficiency across various software platforms.

Nice to have

• 1+ years of experience with POS software in the service industry.
• Background in project management.
• Experience in the tech or SaaS industry.
• Familiarity with Salesforce CRM, Chilipiper, MS Office, G-Suite, and Slack.

Skills & tools

• POS and guest modules
• Payment and credit card processing knowledge
• Data analysis and reporting
• Queue management
• Virtual presentation and consultation

Practical notes

• Salary ranges: Zone A ($95,000 - $152,000), Zone B ($83,000 - $133,000), Zone C ($75,000 - $120,000).
• Total rewards include base salary, cash compensation, equity, and benefits.
• Toast uses AI tools for interview documentation; all final hiring decisions are made by humans.
• Reasonable accommodations for the application process are available upon request via candidateaccommodations@toasttab.com.