• Work closely with cross-functional partners in New Business Sales, Onboarding and Growth Sales Leadership to ensure proper alignment on pursuing opportunities for revenue growth • Build relationships and trust with customers through thoughtful attention and advocacy to drive the customer flywheel and increase referral opportunities • Retain & grow SaaS revenue through consultative engagements and new product recommendations tailored to the specific needs of each customer • Drive activation and adoption across Toast product suite by leveraging internal tools & resources to analyze product usage, demonstrate value & facilitate trainings • Confidently navigate all Toast POS modules & have a working knowledge of our partner landscape • Leverage Toast product knowledge to facilitate customer demos, troubleshoot basic functions of the POS and ensure the customer is getting the most out of Toast

• Run a consistent coaching cadence—1:1s, call and account reviews, ride-alongs on key business reviews—that builds each CSM’s skill set in executive engagement and account planning. • Design and continuously improve the operating system the team runs on including (but not limited to) account segmentation, health-scoring methodology, escalation paths, and business-review cadences. • Own the team’s overall retention, renewal, and net revenue retention (NRR) numbers. • Build and maintain a churn-prevention framework—early warning triggers off health scores, a defined save-play process, and clear criteria for when and how to escalate cross-functionally with Sales, Support, Product, and Operations. • Hire, ramp, and performance-manage CSMs. Build a clear career path and onboarding curriculum for the role so new hires reach full productivity faster and the team has a real path for growth. • Partner with Sales leadership on expansion strategy so upsell and cross-sell opportunities identified by CSMs convert cleanly into closed revenue. • Report on team- and portfolio-level KPIs including retention, NRR, health-score distribution, business-review cadence—to executive leadership and use that data to identify where the team or the process needs to improve. • Be the go-to executive-level advocate for clients internally, surfacing patterns from the team’s accounts to influence Product, Marketing, and Operations decisions that remove friction for clients and for the CSM team.

• Serve as a forward-deployed implementation and customer success lead, spending multiple days per week onsite at assigned client locations. • Own post-sale delivery: workflow discovery, solution configuration, rollout, and adoption across nursing and clinical operations. • Build and maintain strong relationships with healthcare staff, operational leaders, executives, and IT teams, acting as a trusted advisor and execution partner. • Lead product implementations, focusing on aligning solutions with nursing workflows and operational processes. • Train nursing teams and other healthcare staff on the effective use of Hippocratic AI solutions, ensuring ongoing adoption and measurable, sustained success. • Identify opportunities to improve workflows and patient care outcomes using AI tools, particularly in bedside care and broader healthcare operations. • Manage day-to-day client relationships, ensuring seamless communication and addressing operational concerns. • Collaborate with internal teams such as product, sales, and engineering to relay client feedback, influence roadmap priorities, and improve user experiences. • Establish and track metrics to measure success, including patient care outcomes, team adoption rates, and operational efficiencies—present results to client and internal stakeholders. • Collaborate with client leadership teams to share best practices from AI implementation, including presenting at conferences/webinars on the impact of AI in Nursing and Health System Operations. • This role requires a minimum of 25-50% travel, which may include overnight or out-of-state trips.

Role Description Are you driven by the desire to deliver exceptional client experiences and thrive in a dynamic environment? At INFUSE, we're seeking a passionate Client Success Specialist to join our team, where your efforts directly contribute to our clients' satisfaction and our company's success. This position offers an enriching path to professional growth and the unique opportunity to work with a variety of industries, ensuring no two days are the same. INFUSE has built a reputation as a beloved employer by prioritizing employee satisfaction and creating a workplace where everyone feels valued and connected. Joining our team means becoming part of a supportive community that celebrates every success and encourages continuous improvement. You'll discover how our employees love their jobs, driven by the meaningful connections they make and the positive impact they have on our clients' businesses. This role is designed for someone who thrives in dynamic environments and can seamlessly transition between tasks to support both internal teams and client needs. Key Responsibilities - Build and maintain strong, long-lasting client relationships - Ensure the timely and successful delivery of our solutions according to client needs and objectives - Communicate clearly the progress of monthly/quarterly initiatives to internal and external stakeholders - Identify and grow opportunities within the territory and collaborate with sales teams to ensure growth attainment - Assist with challenging client requests or issue escalations as needed - Provide assistance across a variety of administrative and operational tasks, such as data entry, updating internal systems, or managing schedules. Qualifications - Proven track record of managing client relationships, preferably in a related field such as hospitality, client success, or sales - Strong communication and interpersonal skills - Can handle various tasks with attention to detail, managing priorities effectively in a fast-paced environment. - Empathetic understanding of client needs and the ability to address them effectively - Ability to address challenges and proactively offer solutions. Company Description INFUSE is a demand generation company providing solutions to B2B organizations. We help clients and partners to deliver audience, buyers, and account engagement that meets their goals. With a global team operating across more than 60 countries, the company has been recognized multiple times on the prestigious Inc. 5000 list, and has received over 60 other industry awards, including Inc. Best Workplaces.