• Own onboarding and implementation end-to-end • Serve as primary point of contact and trusted advisor for customers • Drive ongoing account engagement including regular check-ins • Monitor and manage customer health by tracking key metrics • Partner closely with Product, Engineering, and Operations to translate customer feedback • Act as internal source of truth for customer by maintaining accurate account context • Design and build foundation of Customer Success including playbooks • Lead product rollouts and feature adoption

Toast is driven by building the restaurant platform that helps restaurants adapt, take control, and get back to what they do best: building the businesses they love. Bready * to make a change? 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). About this roll * (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. Do you have the right ingredients* ? (Requirements)

• Own the client journey: Guide 40-60 clients at a time through credit repair, credit optimization, and the funding process with our partner banks. • Ensure accountability: Keep clients on track with strong accountability, deep care for their results, and of course your charm. • Cut through fog: Understand your clients and their businesses better than they do. • Anticipate bottlenecks, address the missing crucial details, and guide them with structured checks and radical candor while not sacrificing their happiness. • Build outstanding partnerships: Develop long-term client relationships rooted in outstanding expertise, trust, authentic care, and clear communication. • Become a thought leader: Become a trusted advisor respected by your clients because you are a real nerd for everything finance, credit, and growing businesses.

• Work directly with the CEO, Head of Business Operations, and Head of Clinical Operations to own dozens of relationships with provider groups, ensuring customer satisfaction and retention. • Serve as the primary point of contact and subject matter expert for all RCM-related questions, issues, and escalations from provider partners. • Onboard new customers, ensuring fast, smooth implementation of Flagler's tech platform and services - including integration touchpoints with in-house staff and third-party billing vendors. • Manage and monitor third-party billing partner relationships on behalf of customers, holding vendors accountable to performance benchmarks and SLAs. • Oversee and advise on front-end RCM operations, including prior authorizations, insurance eligibility verification, and patient benefit checks to minimize claim denials at the source. • Monitor and guide back-end RCM operations, including accounts receivable (AR) work-down, denial management, appeals, and collections follow-up. • Create and present monthly reports to customers demonstrating Flagler's impact on clinical and financial outcomes - critical to the core operations and growth of the business. • Identify revenue leakage and reimbursement gaps across the patient journey and collaborate with customers and billing partners to remediate. • Gather and relay RCM and operational feedback from customers to Flagler leadership to inform product development. • Collaborate with sales and tech teams to ensure a seamless customer journey. • Respond to and resolve ad hoc clinic and patient requests efficiently, enhancing their overall experience.