Mandarin-Speaking SMB CSM, On-Demand Growth & Adoption

WinsAbove; United States; Hybrid; USD 83,000 - 133,000; Full time

Job summary

Toast is seeking a Mandarin-English bilingual Customer Success Manager to support our On Demand SMB portfolio. You will guide restaurant owners through activation, adoption, and revenue retention, collaborating with internal teams to deliver a tailored Toast experience.

You will lead strategic conversations, deliver demos, and leverage data to drive successful outcomes across the Toast product suite, including payments knowledge and cross-functional coordination.

Qualifications

• Fluent/Bilingual in Mandarin Chinese and English (written and verbal).
• 5+ years of Account Management experience.
• Case/Queue Management experience.
• Independent, with ability to handle competing priorities in a fast-changing environment.
• Proven track record of meeting/exceeding goals.
• Self-starter with ability to work autonomously and handle complex situations.
• Strong virtual presence and communication skills (written, negotiation, presentation).
• Experience with payments/credit card processing and SaaS ecosystems.

Responsibilities

• Live customer interactions; meet new customers and run demos.
• Leverage data to inform decisions that benefit the customer and business.
• Diagnose issues, develop strategies, and coordinate with cross-functional partners.
• Retain and grow SaaS revenue through consultative engagement and product recommendations.
• Drive activation and adoption across Toast product modules and services.
• Document pain points and manage renewal/upsell conversations.

Skills

Mandarin

English

Account management

CRM experience

Data analysis

Cross-functional collaboration

Payments & processing

Time management

Tools

Salesforce CRM

Chili Piper

MS Office

G-Suite

Slack

Job description

Toast is seeking a Mandarin-English bilingual Customer Success Manager to support our On Demand SMB portfolio. You will guide restaurant owners through activation, adoption, and revenue retention, collaborating with internal teams to deliver a tailored Toast experience.

You will lead strategic conversations, deliver demos, and leverage data to drive successful outcomes across the Toast product suite, including payments knowledge and cross-functional coordination.