• Receive calls, respond to workflows and chat to answers basic to moderately complex questions from policyholders, medical providers, and sales agents on life, preneed, or health (such as Medicare supplement, dental, vision, hearing, Hospital Indemnity & Ancillary Products) policies such as claims, benefits, and premiums while protecting privacy as outlined by state and federal regulations. • Receive and process basic to moderately complex changes such as premium refunds, deductible changes, co-insurance changes, network changes, refunds premiums, reconciliation, balancing, removing dependents, standard terminations and other related items. • Document all aspects of customer claims to ensure file has all information required to fulfill policyholder and/or provider requests. • Occasionally research systems, websites, and work with internal departments to accurately follow-up with and resolve basic to moderately complex policyholder and provider complaints and concerns, escalating issues appropriately to more experienced peers to resolve more complex issues and assisting peers through chat lines as needed. • Plan, coordinate, and execute basic to moderately complex projects to support the business. • Train, mentor, support, and develop less experienced customer success representatives by providing advice, coaching and educational opportunities.

• Lead, mentor, and develop a team of high-performing Client Success Partners (CSPs) • Manage team performance against key performance metrics, including Net Promoter Score (NPS), client health scores, referenceability, and expansion/renewal targets. • Act as an escalation point for complex client issues, guiding the team to resolution while maintaining executive relationships. • Own overall strategic health and success of the PCC client portfolio, including contractual performance guarantees and platform benchmark outcomes • Develop and execute account-level strategies that secure high-value client outcomes and maximize realization of Qventus solution's ROI. • Hold both the CSP team and client stakeholders accountable for executing success plans, driving platform adoption, and achieving targeted operational improvements. • Serve as a visible advocate for Qventus's value proposition, ensuring client stakeholders understand the value of the AI platform. • Drive expansion and cross-sell opportunities within the portfolio by identifying new business use cases and compelling business cases. • Ensure a high rate of client renewal by demonstrating continuous, measurable value and establishing strong executive-level reference accounts. • Collaborate closely with internal teams to translate client needs into product improvements and ensure successful solution deployment.

• Deliver on Stewardship Promises to clients by owning assigned tasks, meeting required due dates, and tracking progression within the Agency Management System. • Supports process execution and cross-functional coordination for assigned clients. • Coordinates timelines and deliverables and ensure accurate and timely execution of all enrollment activities. • Identify discrepancies, research root causes with guidance as needed, and resolve issues directly or escalate appropriately. • Support compliance-related activities (e.g., COBRA, EOI, notices, plan documentation) and ensure complete, accurate recordkeeping across systems, files, and client documentation. • Assist care center colleagues with claims advocacy as needed by coordinating with carriers, vendors, and internal teams to resolve escalated issues and clearly communicating outcomes to clients and members. • Provide foundational support to internal colleagues by gathering information, preparing standard documentation, and routing client inquiries to appropriate team members. • Prepare external communications such as renewal materials, open enrollment instructions, COBRA information, claims updates, and benefits administration messages. • Proactively identify and contribute to process efficiencies and improvements, recommending and helping implement changes that enhance quality, timeliness, and client experience. • Supports shared services partners and third-party vendors by sharing process knowledge and flagging issues during implementations and open enrollment. • Supports retention and growth of an assigned book of business by delivering accurate, timely benefits administration and high-quality client experience. • May participate in open enrollment calls and/or meetings.

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. A day in the life As a Senior Customer Success Manager, Toast’s way of saying an “Account Manager”, you serve as the customer’s main point of contact, trusted advisor, and drive a wide variety of customer driven initiatives. You are a strong relationship builder, understand a customer’s goals and priorities, and translate them into strategic recommendations that will drive a high level of product adoption, satisfaction, referrals and customer retention. To thrive as a Customer Success Manager at Toast, you are flexible, a customer champion, and excel in ambiguous environments! The Enterprise (ENT) segment operates in a highly cross-functional role responsible for a regionally based book of business, ranging from 500+ locations. As a Customer Success Manager, you wear many different hats at once and support one overarching goal to keep customers happy and grow their annual recurring revenue (ARR). What you'll do (Responsibilities) - Own the customer relationship end-to-end from planning stages prior to the roll out, through expansion of the account by proactively identifying gaps, building alignment across stakeholders, and architecting success strategies - Operate with high autonomy to define, build, and iterate processes that drive adoption, retention, and growth across complex, multi-location enterprise customers. - Drive results through disciplined project management, ensuring accountability across internal and customer teams, tracking milestones via shared G-Suite systems, and adapting quickly to changing priorities. - Leverage strategic relationship management to build multi-threaded connections with customer executives and Toast leadership, enabling long-term partnerships and advocacy. - Act as a builder and operator, constantly improving internal playbooks, workflows, and tooling to scale enterprise success motions as Toast continues to grow. - Collaborate cross-functionally with Sales, Product, Marketing, and Operations to remove friction, close feedback loops, and escalate customer challenges to resolution. What you'll need to thrive (Requirements) - 8+ years account management experience - Mid-Market or Enterprise customer management experience - Strong leadership, teamwork, and cross-departmental collaboration skills - Strong communication and presentation skills that meet expectations of corporate teams and C-suite executives. - Success operating independently and navigating competing priorities in a constantly changing environment - General technical proficiency using software - Proven track record of success in meeting and exceeding goals - Excellent communication, organizational, and influencing skills Special Sauce* (Non-essential Skills/Nice to Haves) - Experience providing technology or SaaS solutions to a client base - Restaurant experience - Experience with Salesforce CRM, MS Office, G-Suite, and Slack 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, experience, and geographic location. In addition to base salary, our total rewards components include cash compensation (overtime, bonus/commissions if eligible), equity, and benefits. You can learn more about how we align pay with local labor markets in our Geographic Pay Zone Philosophy. Pay Range $120,000—$140,000 USD The base salary range for this role is listed below. The starting salary will be determined based on skills, experience, and geographic location. In addition to base salary, our total rewards components include cash compensation (overtime, bonus/commissions if eligible), equity, and benefits. You can learn more about how we align pay with local labor markets in our Geographic Pay Zone Philosophy. Pay Range $110,000—$130,000 USD The base salary range for this role is listed below. The starting salary will be determined based on skills, experience, and geographic location. In addition to base salary, our total rewards components include cash compensation (overtime, bonus/commissions if eligible), equity, and benefits. You can learn more about how we align pay with local labor markets in our Geographic Pay Zone Philosophy. Pay Range $105,000—$125,000 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. To learn more: https://careers.toasttab.com/ai-in-hiring 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.