Senior Product Manager, AI CSM
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Job Description
Senior Product Manager defining and scaling AI-powered Customer Success Manager for Toast customers. Transforming Customer Success into a hybrid AI-powered model to improve customer relationships.
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
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.
Benefits:
- Competitive compensation and benefits programs
- Health insurance
- Retirement plans
- Paid time off
- Flexible work arrangements
- Professional development opportunities
- Bonuses
- Stock options
- Equipment allowances
- Wellness programs
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