Senior Product Manager, AI CSM

Toast creates technology to help restaurants and local businesses succeed in a digital world. As the Senior Product Manager, AI CSM, you will define and scale the AI-powered Customer Success Manager, building a proactive AI system to enhance customer onboarding and product adoption.

Responsibilities:

• Define the vision and roadmap for the AI CSM: a proactive, data-driven agent that supports customers across onboarding, adoption, performance optimization, and expansion
• Identify the highest-leverage customer moments where AI can drive measurable improvements in activation, product adoption, retention, and growth
• Partner with GTM, Care, and CSM teams to design a hybrid success model that balances automation with high-touch engagement
• Develop experimentation frameworks to evaluate impact on adoption, retention, expansion, and customer health
• Define quality standards for AI-driven guidance, ensuring accuracy, trust, and brand alignment
• Work closely with AI/ML, Engineering, Design, and Analytics to ship experiences that operate reliably at scale
• Establish feedback loops from customers and internal teams to continuously improve agent performance
• Ensure responsible AI practices, including transparency, guardrails, and clear escalation paths to human teams

Requirements:

• 4+ years of product management experience, ideally with ownership of growth, customer success, or AI-powered systems
• Experience launching 0→1 products and scaling them through iteration and measurable impact
• Experience building products that leverage behavioral data, personalization, or recommendation engines
• Strong understanding of SaaS customer lifecycle metrics (activation, engagement, retention, expansion, churn)
• Technical fluency: comfortable working closely with ML engineers, understanding data models, experimentation frameworks, APIs, LLMs, and production AI systems
• Strong systems thinking, able to connect product usage signals, business outcomes, and customer workflows
• Proven ability to operate cross-functionally across Product, Engineering, Design, Data, Sales, and Customer Success
• A deep customer mindset: excited about building AI that genuinely improves how restaurants run their businesses