Bilingual (Spanish) Sr. Customer Success Manager I, Payroll - Emerging Markets

Toast creates technology to help restaurants and local businesses succeed in a digital world. As a Bilingual Payroll Customer Success Manager, you will manage a collaborative book of business, drive product adoption, and ensure customer satisfaction while identifying and mitigating churn risks.

Responsibilities:

• 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

Requirements:

• 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
• FCP or CPP credentials
• 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