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. At the center of this vision is Toast IQ: a single unified assistant that orchestrates specialized agents across the Toast ecosystem. The AI CSM team is on a mission to use Toast IQ to make sure that all Toast customers have the support they need to get the most out of Toast and grow.
About the Role
As the Senior Product Manager AI CSM you will define and scale the AI-powered Customer Success Manager for every Toast customer. Your mission is to build an intelligent proactive AI system that helps restaurants onboard successfully adopt more of Toast’s products improve performance and grow over time. This role sits at the intersection of AI growth customer success and product. You will own the strategy and roadmap for transforming Customer Success from a human-only function into a hybrid AI-powered model delivering personalized guidance insights and action at scale. This is a high-impact cross-functional role that will shape how Toast builds durable customer relationships in the AI era.
A Day in the life (Responsibilities):
- Define the vision and roadmap for the AI CSM: a proactive data-driven agent that supports customers across onboarding adoption performance optimization and expansion
- Identify the highest-leverage customer moments where AI can drive measurable improvements in activation product adoption retention and growth
- Partner with GTM Care and CSM teams to design a hybrid success model that balances automation with high-touch engagement
- Develop experimentation frameworks to evaluate impact on adoption retention expansion and customer health
- Define quality standards for AI-driven guidance ensuring accuracy trust and brand alignment
- Work closely with AI/ML Engineering Design and Analytics to ship experiences that operate reliably at scale
- Establish feedback loops from customers and internal teams to continuously improve agent performance
- Ensure responsible AI practices including transparency guardrails and clear escalation paths to human teams
What you'll need to thrive (Requirements)
- 4+ years of product management experience ideally with ownership of growth customer success or AI-powered systems
- Experience launching 0→1 products and scaling them through iteration and measurable impact
- Experience building products that leverage behavioral data personalization or recommendation engines
- Strong understanding of SaaS customer lifecycle metrics (activation engagement retention expansion churn)
- Technical fluency: comfortable working closely with ML engineers understanding data models experimentation frameworks APIs LLMs and production AI systems
- Strong systems thinking able to connect product usage signals business outcomes and customer workflows
- Proven ability to operate cross-functionally across Product Engineering Design Data Sales and Customer Success
- A deep customer mindset: excited about building AI that genuinely improves how restaurants run their businesses
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 programs that help to attract retain and motivate the best and brightest people in our industry. Our total rewards package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet Toasters’ changing needs. Learn more about our benefits at https://careers.toasttab.com/toast-benefits.
The base salary range for this role is listed below. The starting salary will be determined based on skills and experience. In addition to base salary our total rewards components include cash compensation (overtime bonus/commissions if eligible) benefits and equity (if eligible).
How Toast Uses AI in its Hiring Process
Throughout the hiring process our goal is to get to know you. We use AI tools to support our recruiters and interviewers with tasks like note-taking summarization and documentation of interviews to ensure they can be fully focused on your conversation. All hiring decisions are made by people.
Diversity Equity and Inclusion is Baked into our Recipe for Success
At Toast our employees are our secret ingredient—when they thrive we thrive. The restaurant industry is one of the most diverse and we embrace that diversity with authenticity inclusivity respect and humility. By embedding these principles into our culture and design we create equitable opportunities for all and raise the bar in delivering exceptional experiences.
We Thrive Together
We embrace a hybrid work model that fosters in-person collaboration while valuing individual needs. Our goal is to build a strong culture of connection as we work together to empower the restaurant community. To learn more about how we work globally and regionally check out: https://careers.toasttab.com/locations-toast.
Apply today!
Toast is committed to creating an accessible and inclusive hiring process. As part of this commitment we strive to provide reasonable accommodations for persons with disabilities to enable them to access the hiring process. If you need an accommodation to access the job application or interview process please contact [email protected].
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For roles in the United States it is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
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What the Team is Saying
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What We Do
Toast is the all-in-one platform built for restaurants of all sizes. Toast provides a single platform of software as a service (SaaS) products and financial technology solutions that give restaurants everything they need to run their business including point of sale payments supplier management digital ordering and delivery marketing and loyalty and team management. By serving as the restaurant operating system across dine-in takeout and delivery channels Toast helps restaurants increase revenue streamline operations and deliver amazing guest experiences.
Why Work With Us
Our recipe for an awesome workplace: One splash of friendship A dollop of impact A sprinkle of no hierarchy & A heavy spoonful of individuality Mix these ingredients in a fast-paced and hardworking environment. Best paired with a side of interesting people who always bring their whole selves to work. *100% Sunday scary free
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Date Posted
04/03/2026
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