Lead and develop a regional Customer Success team (8–10 CSMs) to drive retention, revenue expansion, product adoption, and NPS. Partner cross-functionally to improve processes, reporting, and automation, act as escalation point, and scale operations through coaching, project management, and system improvements.

Manage a portfolio of SMB restaurant customers (Mandarin-speaking focus), drive adoption and retention of Toast products, deliver virtual meetings and demos, resolve technical and operational issues, leverage data to recommend product solutions, and participate in churn-saves and revenue retention conversations.