Senior Customer Success Manager, Toast

• Fluent/Bilingual in Spanish and English (written and verbal); able to support Spanish-speaking customers across business, operational, and technical conversations
• 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

Desirable

• As a Bilingual Payroll CSM, you will serve as a strategic engine for revenue protection and customer loyalty, managing a collaborative book of business of roughly 500 locations within a regional pod structure
• Your day-to-day involves a high-energy mix of leading 30-to-60-minute Zoom consultations to drive product adoption, performing deep-dive account research to identify churn risks, and acting as the definitive Payroll and Tax expert during internal Quarterly Business Reviews (QBRs) and tactical problem-solving sessions
• You will balance proactive outreach with reactive inbound case management, navigating complex technical de-escalations and business conversations to ensure full resolution of payroll and tax-related pain points
• As we scale in 2026, you will go beyond traditional account management to help shape a scalable success model, utilizing data-driven insights and cross-functional partnerships to optimize the customer journey and ensure our expanding payroll module is a vital, high-performing component of every client’s tech stack
• 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