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

Toast

10h•$75,000 - $152,000•Hybrid

About The Position

Toast creates technology to help restaurants and local businesses succeed in a digital world, helping business owners operate, increase sales, engage customers, and keep employees happy. 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.

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.

Nice To Haves

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

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.