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

Job description

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

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.

What you'll do (Responsibilities)

• Lead high-stakes discovery calls and product demos, delivering complex messaging with confidence and strategic redirection to meet goals.
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