Toast
SaaS
Bilingual(Spanish)Sr.CustomerSuccessManagerI,PayrollEmergingMarkets
“Bilingual (Spanish) Sr. Customer Success Manager I, Payroll - Emerging Markets at Toast. Skills: Bilingual (Spanish), Customer Success Management, Payroll, Tax, Revenue Protection, Customer Loyalty, Product Adoption, Churn Risk Identification, De-escalation, Consultative Engagement, Data-driven Insights. Serve as a strategic engine for revenue protection and customer loyalty. Manage a collaborative book of business”
What You'll Achieve.
revenue protection; customer loyalty; drive product adoption; identify churn risks; ensure full resolution of payroll and tax-related pain points; optimize the customer journey; ensure our expanding payroll module is a vital, high-performing component of every client’s tech stack; meet goals; drive full activation of the Payroll Product Suite; meet or exceed aggressive goals
Industry & Context.
troubleshoot complex customer scenarios; micro-level troubleshooting
What They're Looking For.
Must Have
Fluentilingual in Spanish and English (written and verbal), 2+ years of experience in B2B payroll operations, 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, virtual presence with professional skills in negotiation, presentation, and simplified messaging for complex topics, A critical and creative thinker, A self-starter
Nice to Have
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
What You'll Do.
Serve as a strategic engine for revenue protection and customer loyalty
Manage a collaborative book of business
Lead Zoom consultations to drive product adoption
Perform deep-dive account research to identify churn risks
Act as the definitive Payroll and Tax expert
Balance proactive outreach with reactive inbound case management
Navigate complex technical de-escalations and business conversations
Ensure full resolution of payroll and tax-related pain points
Shape a scalable success model
Utilize data-driven insights and cross-functional partnerships to optimize the customer journey
Ensure our expanding payroll module is a vital
high-performing component of every client’s tech stack
Lead high-stakes discovery calls and product demos
Deliver complex messaging with confidence and strategic redirection to meet goals
Master the Core POS and Employee Cloud systems to diagnose technical issues
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
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
Partner with internal teams to ensure closed-loop issue resolution
Maintain high standards for data integrity
How You'll Work.
Team & Collaboration
Collaborative book of business; Partnering with internal teams to ensure closed-loop issue resolution; Cross-functional partnerships
Communication Scope
Fluentilingual in Spanish and English (written and verbal); professional skills in negotiation, presentation, and simplified messaging for complex topics; delivering complex messaging with confidence and strategic redirection
Process & Methodology
Project manage intricate customer needs toward resolution, Work or equivalent experience in Project Management role
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