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. The Customer Success team strives to maximize customer value in service of protecting Toast revenue, while creating raving fans & successful restaurants. As a Manager of Payroll Success, you will hire, develop, coach and manage a team of Customer Success Managers with a core focus on Payroll. You take pride in your ability to lead and motivate high-performing professionals to exceed their goals. You bring high levels of empathy, business acumen and technical aptitude. You are solution-oriented with a history of process improvement and change management. Your team is well versed in all things Toast and all parts of the customer journey. As a manager of the Payroll Success Team, you will be responsible for supporting our most valuable Payroll Customers by building and scaling processes to support specific regions and customer profiles. This team is focused on driving customer impact at scale, protecting against product downsell & operating in a pod based, queue format. CSMs will be assigned roughly ~500 accounts each and work in a larger pod where all accounts will be covered by a dedicated team of individuals to support long term relationship management at scale. You will coach to deliver excellence in de-escalation and technical problem solving, while maintaining proactive outreach at certain inflection points in the customer journey to help drive value towards Toast’s OKRs at scale. Additional responsibilities include oversight and coaching for productivity, customer satisfaction, metrics analysis, performance management, and downsell prevention. This includes managing cross-functional relationships with Tax Onboarding, Customer Care, Sales, Payroll Onboarding, Banking, Product, and Operations in ways that drive the EC CSS team’s performance and our customers’ success through their payroll post live journey. If you enjoy managing and building a team and are excited about helping operators grow their businesses then this is the role for you! A day in the life (Responsibilities) - Manage a team of 8 or more PSMs (Payroll Success Managers) to provide the best-in-class customer experience while exceeding growth and retention goals. - Work closely with cross-functional partners to ensure proper alignment on pursuing opportunities towards topline OKRs. - Work closely with cross-functional partners in Product, Education, Strategy/ Operations & Professional Services to drive the highest levels of customer success throughout the post-live customer journey and retain our most valuable payroll customers. - Report on team and customer trends with a focus on product usage and opportunities and overall customer sentiment and feedback. - Build, iterate and streamline playbooks, processes and workflows - Develop and implement innovative ways to work smarter and scale the team. - Constantly identify new and improved ways to deliver delight across customers. - Act as a point of escalation for customer concerns and acute issues. - Be an ambassador for the Toast culture - helping to ensure a high bar for performance and a trusting, collaborative and fun environment. What you'll need to thrive (Requirements) - 5+ years in Customer Success or Account Management in the SaaS industry - 2+ years experience successfully managing high-performing teams of customer success managers, account managers, sales reps, care reps, or onboarding consultants in the payroll or technology industry - Expert knowledge of Payroll Processes & Fundamentals - inclusive but not limited to - pay schedules, federal & state laws and taxes, accounting & reporting, calculations, benefits & deductions - Significant knowledge of the Payroll, Tax and HR industry standards - Experience managing programs or large process improvement projects - Excellent communication, interpersonal and writing skills - Love for developing people in a high growth environment - Enthusiastic about technology with demonstrated technical aptitude - Strong project management skills and an ability to multitask - Creative, analytical and execution-oriented - Ability to effectively operate both strategically and tactically Non-essential Skills/Nice to Haves - Consulting experience, especially in the hospitality industry - Toast Product knowledge - Experience launching new service models 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). Pay Range $104,000—$166,000 USD 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 candidateaccommodations@toasttab.com. ------ 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.

• Develop strategic account plans that expand the relationship and promote growth • Drive cross-functional collaboration to accelerate adoption and value of current and future solutions • Identify and pursue expansion opportunities aligned to customer goals • Create trusted partnerships that result in engaged, customer advocates • Lead executive level engagements focused on value creation • Define and execute a renewal strategy that promotes growth and mitigates risk • Promote operational excellence in portfolio, account and team management • Develop depth and breadth of relationship within portfolio of customers, from C-level to IT and business users • Understand customer priorities and identify common themes to report out and action • Recognize incremental sales opportunities across Guidewire solutions and partner with sales to ensure the customer objectives and value proposition are at the forefront • Develop strong partnerships by providing positive customer experiences that drive mutual success and creates customer advocates • Engage with customers to develop deep understanding of customer’s product experience and strategic business needs • Know the customer “inside and out” and foster positive relationships with key customer stakeholders at senior and C-Suite level • Serve as the voice of the customer and customer advocate to facilitate feedback and influence on Guidewire products and services • Provide early insight and adoption recommendations for new products and product features • Coach and mentor other CMSs in developing the Customer Success Craft and engagement in both Guidewire and Customer Community. • Encourage adoption of Guidewire solutions to help customers achieve their business goals and maximize the value of their investments • Take the lead in driving to a successful conclusion any customer issues or situations, involving other departments and individuals as necessary • Create and manage customer success plans and account plans to manage external and internal relationships and strategies • Facilitate executive discussions including business reviews, roadmap reviews, and strategic alignment • Develop a deep and cross-functional understanding of the key business challenges and opportunities of your customers and portfolio • Introduce new features and best practices to customers according to their business needs • Ensure visibility of program and customer health both internally and with customer teams • Manage commercial aspects of account relationships post initial sale, including defining a renewal strategy that promotes growth and mitigates risks • Execute and manage contract negotiations and renewals • Leverage Executive leadership and communication experience, with ability to define a vision, build a persuasive business case, establish personal credibility, resolve conflict and engender honest feedback and appraisal.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description Sprout is a global IT hardware retirement provider for hyperscaler and enterprise clients. We leverage a nationwide footprint (and international partner network) combined with proprietary software to enable efficient end-to-end IT asset disposition with a focus on data-bearing devices from the client to the cloud. Responsibilities: - 80% CUSTOMER RELATIONSHIP MANAGEMENT - Lead the new customer onboarding process, including SOW creation and programming, setup of accounts/users in Salesforce and IT system, user system training, and the scheduling of recurring program calls. - Build and maintain trusted relationships with customers, serving as a strategic partner and primary point of contact throughout the customer lifecycle. - Enter, administer, and track customer jobs from end-to-end. - Interface with logistics to remove pickup blockers and ensure on-time job execution. - Coordinate cross-functionally with operations on inbound asset management, including tracking inventory discrepancies and resolving holds to ensure accurate and timely processing. - Monitor customer SLAs, escalating internally if you perceive risks to missing a deliverable. - Proactively stay on top of customer costs and credits, escalating externally if you perceive risks to collecting payments. - Identify upsell and cross-sell opportunities based on customer usage patterns and evolving needs, surfacing signals to the Business Development team to support account growth. - 20% CUSTOMER ESCALATION MANAGEMENT - Advocate for the customer and collaborate with internal operations or 3PO vendors to root-cause and close service gaps as they arise. - Communicate with customers and iterate until they are satisfied with the resolution. Qualifications - Have at least 2-3 years' experience in customer service and support (required). - Have experience in ITAD, TPM, or related IT service industries. - Have experience and comfort using Salesforce. - Be an excellent communicator in any medium, specifically in this order: over phone, via email, and in person. - Demonstrate strong organizational capability, with the ability to independently manage multiple complex accounts simultaneously without losing attention to detail. - Be unable to sleep at night with pending/stuck action items or emails left unanswered. Company Description Since our founding as an electronic waste startup from a Duke University dorm room in 2014, we have been expanding at an average rate of >66% each year. By adhering to our 3 values (One Sprout, Deliver Excellence, and Integrity Matters), we are proud of our culture to move at #SproutSpeed to become the emerging leader in our industry. For more information, please visit: www.sproutup.com .

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description This opportunity is more than a remote role—it is a chance to support the people who have served our country. AO Globe Life is seeking experienced professionals to conduct virtual consultations for veterans and their families nationwide. This fully remote position offers structured training, leadership development, and the flexibility to work from anywhere in the United States. All consultations are pre-qualified and pre-scheduled. There is no cold calling, prospecting, or door-to-door outreach. If you are mission-driven, confident leading client conversations, and motivated by both meaningful impact and professional growth, this role provides a strong platform for building a rewarding long-term career. What You’ll Do - Host scheduled virtual consultations with veterans and their families via Zoom - Clearly explain available coverage options and answer client questions - Guide clients through the enrollment process and provide ongoing support - Maintain accurate digital documentation while following compliance standards - Participate in weekly training sessions, development meetings, and leadership workshops - Your focus remains on supporting families—the client appointments are scheduled for you. What You’ll Gain - Fully remote flexibility with the ability to work from anywhere in the U.S. - Autonomy in structuring your work schedule - Weekly commission-based earnings - Warm, pre-qualified client consultations provided - Comprehensive training and licensing support - Vested renewals that build long-term income potential - Equity opportunities for qualifying team members - Monthly and quarterly performance bonuses - Structured leadership development and advancement pathways Who Thrives in This Role - Professionals with experience in consulting, client service, or advisory roles - Confident communicators who build rapport through virtual conversations - Organized, coachable, and goal-oriented individuals - Professionals comfortable using Zoom, CRM systems, and digital documentation tools - Individuals who value purpose-driven work and take pride in supporting veterans and their families Requirements - Authorized to work in the United States - Reliable high-speed internet connection - Windows-based laptop or PC with webcam access - Professional presence during virtual client consultations Company Description For more than 70 years, AO Globe Life has partnered with labor unions, credit unions, and veteran-focused organizations to support working-class families across the United States. The organization combines a legacy of service with a fully remote infrastructure designed to provide stability, integrity, and long-term professional growth. If you are ready to build a meaningful career supporting veterans while working in a flexible remote environment, we encourage you to apply today.