Sr. Customer Success Manager I, SMB - Account Strategy (Bilingual Spanish)

Toast•Boston, MA

14h•Hybrid

About The Position

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.

Requirements

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

Nice To Haves

Experience working directly with Spanish-speaking or Latino-owned small businesses
Hospitality or restaurant industry experience
Payments or credit card processing knowledge
Experience working in SaaS or tech environments
Familiarity with Salesforce, Five9, Hex, ChiliPiper, G-Suite, and Slack

Responsibilities

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