• Be responsible for operating CRM channels (Email, WhatsApp, Push and In-product); • Manage and receive campaign requests from the CRM and Product Marketing teams; • Review and ensure creative briefings are fully completed; • Organize requests on the creative schedule for content and design production; • Expedite execution of requests within SLAs, monitoring approval deadlines and asset releases; • Support the creation of segmentation logic in CRM platforms; • Generate and monitor UTM parameters to ensure effective campaign analysis; • Schedule campaigns in communication platforms (HubSpot, Twilio, UserGuiding and Firebase); • Manage the send calendar, set priorities and ensure communications are effective; • Support the preparation of performance reports for CRM and Product Marketing campaigns; • Monitor channel performance, such as open rates, clicks, engagement and hard bounces; • Support contact database management and cleansing; • Work in partnership with the Product Marketing team.

• 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.