Senior Customer Success Manager, Toast

• Full professional fluency in both Spanish and English — written and verbal — required
• 3+ years of Account Management, Customer Success, or retention-focused experience with a track record of driving positive customer outcomes
• Experience working in high-volume, queue- or case-based environments with adherence to service levels and strong prioritization in real time
• Demonstrated ability to build trust and navigate complex conversations with Spanish-speaking customers
• Strong objection handling, negotiation, and influencing skills, especially in live customer conversations
• Proven ability to operate independently while handling competing priorities in a fast-paced, changing environment
• Data-driven mindset with the ability to interpret account insights and apply them in real-time decision-making
• Strong phone presence with excellent communication, presentation, and written skills in both Spanish and English
• Self-starter with the ability to quickly assess complex scenarios and drive toward resolution

Desirable

• The Sr. CSM I – Account Strategy (Bilingual) role sits within Toast's Account Strategy team, focused on serving restaurant customers whose primary language is Spanish
• This is a high-volume, inbound and outbound call-driven position that requires strict adherence to service levels, a strong phone presence, and the ability to handle complex conversations with confidence, empathy, and full fluency in Spanish
• In this highly visible role, you will lead consultative Account Strategy conversations, navigate contract and pricing discussions, and leverage Toast's product suite to help Spanish-speaking restaurant customers grow and succeed on the platform
• Account Strategy CSMs partner closely with cross-functional teams and senior leadership, operating in a focused, data-driven motion with clear success metrics tied to retention, customer outcomes, and long-term growth on Toast
• Staff a dedicated high-volume Account Strategy phone and chat line with adherence to service levels and schedule, engaging Spanish-speaking customers in real-time in their primary language
• Lead consultative, value-based Account Strategy conversations tailored to each customer's unique business and tech stack, helping them realize the full potential of the Toast platform
• Navigate complex customer conversations with professionalism, empathy, and confidence — including objection handling, competitive discussions, and contract and pricing negotiations — fluently in both Spanish and English
• Diagnose customer needs quickly and identify the best path forward to help each customer continue to grow and succeed with Toast
• Act as the voice of the Spanish-speaking customer, surfacing language barriers, cultural nuances, and customer feedback to internal partners and leadership to continuously improve the experience
• Accurately document interactions, outcomes, and customer feedback with strong attention to data hygiene, case management, and reporting
• Leverage data, account insights, and internal tools to inform account strategies and real-time decision-making
• Operate in a focused, repeatable motion designed to work at scale while delivering exceptional, personalized customer experiences
• Collaborate cross-functionally with Sales, Support, Product, and Finance to drive customer outcomes and support escalation paths