Sr. Customer Success Manager I, SMB - On Demand, MLO (Mandarin)
$95,000–$152,000 year
On-siteHuntsville, Alabama, United States
Job Summary
Conduct daily customer interactions via email, Zoom, and phone to guide SMB restaurant owners through early adoption, resolve pain points, and de-escalate situations. Deliver demos, facilitate trainings, and host discovery calls to drive activation across the Toast product suite while leveraging data to inform strategic decisions. Manage the full retention motion by discussing contract terms, downselling guest modules, and protecting revenue against competitive churn through consultative engagement. Maintain rigorous data entry, calendar hygiene, and report building to support cross-functional partners, while acting as the voice of the customer to relay feedback to leadership.
Required Qualifications
- Fluent/Bilingual in Mandarin Chinese and English (written and verbal); able to support Mandarin-speaking customers across business, operational, and technical conversations.
- 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.
- Payments + Credit Card Processing Knowledge is a must have - you'll engage with customers to discuss their rates and how it impacts their business
Desired Qualifications
- 1+ years of experience using a POS (Point of Sale) software, ideally in the service industry
- Work or equivalent experience in Project Management role
- Experience working in the tech industry or for a SAAS company
- Experience with Salesforce CRM, Chilipiper, MS Office, G-Suite, and Slack
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