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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