• Own and manage a portfolio of high-touch, high-value, enterprise accounts, ensuring that customers achieve their desired business outcomes through proactive engagement. • Partner with customers and executive stakeholders to understand critical goals, challenges, and key performance indicators. • Partner cross-departmentally to advocate and act as the voice of the customer internally. • Drive adoption and retention efforts by working closely with customers to identify success metrics and build strategic plans aligned with their business goals. • Foster trusted relationships with key decision makers by delivering expert recommendations on best practices, workflows, and technical solutions. • Establish and manage Centers of Excellence within customer organizations, fostering collaboration across multiple stakeholder groups to ensure alignment and drive enterprise-wide success. • Lead recurring business reviews with customer stakeholders and executives to track progress against their goals, discuss future vision planning, and highlight additional opportunities for growth and value. • Leverage in-depth knowledge of the Apple ecosystem and Jamf’s solutions to guide customers on optimal deployment and adoption strategies to maximize their value and ensure successful outcomes. Analyze customer health metrics and implement risk mitigation strategies to help retain and grow a book of business, ensuring continued engagement and investment into Jamf. • Promote growth opportunities by identifying and facilitating upsell or expansion conversations within your accounts, in collaboration and alignment with your account sales representatives. Demonstrate relentless commitment as a customer advocate by promoting customer needs/issues cross-departmentally. Drive engagement with customer stakeholders to track and record progress on their goals and value metrics. • Demonstrate relentless commitment as a customer advocate by promoting customer needs/issues cross-departmentally. Drive engagement with customer stakeholders to track and record progress on their goals and value metrics.

• Drive the organization's strategy and tactical execution, aligning customer conversations to their cybersecurity and risk management objectives. • Act as a trusted advisor and subject matter expert in the SecurityScorecard platform and cybersecurity risk domains. • Drive retention and expansion within your account portfolio, including accurate forecasting and close collaboration with internal sales teams. • Identify opportunities to increase customer value through platform adoption, new use cases, and expanded engagement. • Collaborate with CS and Sales leadership to improve the customer journey and refine tools, templates, and best practices. • Share insights and solutions with peers to tackle new customer challenges and drive collective team success. • Represent the voice of the customer in product feedback and service delivery discussions. • Build and nurture relationships across the entire client organization, from daily users to C-suite, in 1:1 and group settings, facilitating executive-level connections to foster account growth.

• Assist the team in post-sales activities, working with users who become customers to maximize the value they get from the product. • Maintain customer relationships to increase opportunities for revenue expansion. • Assist with department tasks and projects, collaborating with the team to achieve established goals. • Perform activities related to your field of study, such as data analysis, report preparation, or support with administrative processes. • Participate in company-provided trainings and workshops to gain knowledge and practical skills relevant to your career. • Assist in organizing documents and preparing reports, ensuring the accuracy and integrity of information. • Collaborate with different departments and teams, maintaining clear and effective communication to ensure proper coordination of activities.

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 LifeAs a Senior Customer Success Manager, you will serve as the customer’s main point of contact and trusted advisor, driving a wide variety of customer-driven initiatives. Operating in a highly cross-functional, international environment, you will take ownership of a dedicated book of business comprising critical historical customers with high levels of complexity as well as expanding mid-market accounts. You will excel in an ambiguous environment, wearing many different hats at once to support one overarching goal: keeping customers happy and growing their annual recurring revenue (ARR). What You'll Do (Responsibilities) - Build multiple layers of relationships with customers, serve as a strategic partner, and maintain rigorous database updates through Salesforce. - Retain SaaS revenue through consultative engagement and tailored product recommendations by deeply understanding the distinct needs of each customer. - Drive activation and adoption across the Toast product suite by analyzing product module usage and leveraging internal tools or marketing strategies. - Leverage your deep Toast product knowledge to facilitate customer demos and ensure clients extract maximum value from their experience. - Partner closely with internal leadership teams to own customer escalations to resolution, provide regular Voice of Customer (VoC) feedback, and facilitate customer references/referrals. - Build strong internal partnerships across sales, product, and onboarding teams to address complex problem-solving and support international growth. What You'll Need to Thrive (Requirements) - Location: Must be located in Ontario, Canada - 6+ years of account management experience, ideally with dedicated experience managing Mid-Market or Enterprise customer segments. - Exceptional communication, presentation, and influencing skills capable of meeting the expectations of corporate teams and C-suite executives. - A proven track record of operating independently, managing competing priorities, and thriving inside a constantly shifting, fast-paced environment. - A strong history of success in meeting and exceeding customer retention, adoption, and growth goals. - General technical proficiency using software platforms. What Will Help You Stand Out (Preferred Skills) - Experience providing technology or SaaS solutions to a commercial client base. - Hands-on restaurant or hospitality industry experience. - Familiarity with Salesforce CRM, MS Office, G-Suite, and Slack. AI at ToastAt 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 PhilosophyWe 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. #LI-DNI 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. Pay Range $81,000—$130,000 CAD 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 Our Approach to Hybrid Working 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 hospitality community, regardless of location. Please visit the Locations page on our career site to learn more about our in-office expectations by region: https://careers.toasttab.com/locations-toast 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.