Senior Product Manager, AI CSM

Toast

23h

About The Position

As the Senior Product Manager, AI CSM, you will define and scale the AI-powered Customer Success Manager for every Toast customer. Your mission is to build an intelligent, proactive AI system that helps restaurants onboard successfully, adopt more of Toast’s products, improve performance, and grow over time. This role sits at the intersection of AI, growth, customer success, and product. You will own the strategy and roadmap for transforming Customer Success from a human-only function into a hybrid AI-powered model, delivering personalized guidance, insights, and action at scale. This is a high-impact, cross-functional role that will shape how Toast builds durable customer relationships in the AI era.

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

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

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