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

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.

A day in the life

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.

What you'll do (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

What you'll need to thrive (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

What will help you stand out (Nonessential Skills/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

AI at Toast

At Toast, one of our company values is that we're hungry to build and learn. We believe learning new AI tools empowers us to build for our customers faster, more independently, and with higher quality. We provide these tools across all disciplines, from Engineering and Product to Sales and Support, and are inspired by how our Toasters are already driving real value with them. The people who thrive here are those who embrace changes that let us build more for our customers; it’s a core part of our culture.

Our Total Rewards Philosophy 

We strive to provide competitive compensation and benefits