Franchise Success Manager II

The Franchise Success Manager II (FSM II) supports a portfolio of Toast’s largest enterprise restaurant brands. You’ll partner with Senior Customer Success Managers (CSMs) to drive net revenue retention, build customer trust, and deliver a premium experience to every franchisee and location in your book of business. This role blends three areas of work: reactive and administrative tasks, problem solving and quarterbacking, and account strategy and relationship building. As a Franchise Success Manager II, you serve as the main point of contact for franchisees and locations across your brands. You are a strong relationship builder and a resourceful problem solver. You know how to navigate Toast to get answers, quarterback issues to resolution, and turn franchisees into advocates. You partner with your CSM to understand each brand’s goals, translate them into recommendations that drive adoption, satisfaction, and retention, and assist the CSM in overall account strategy. To thrive as an FSM at Toast, you are organized, a self-starter, and energized by solving problems others have not encountered before! What you’ll do (Responsibilities) • Own franchisee and location requests from intake through resolution, keeping the customer informed along the way. • Quarterback escalations that aren’t resolved through normal channels, taking single-point ownership until the issue is solved. • Work across Support, Product, Solutions, Onboarding, and Billing to diagnose root causes and drive resolution. • Build trusted relationships with key franchisees to create Toast advocates and surface pain points and risk early. • Develop deep expertise in each brand’s operations, franchise structure, and use of Toast. • Partner with your CSM on account strategy and take ownership of defined parts of account management over time. • Identify upsell opportunities and churn or downsell risk, and bring them to your CSM with a recommended next step. • Run targeted outreach to help achieve specific account goals when needed. • Prepare for and participate in QBRs and in-person engagements with our largest enterprise brands. • Keep our systems of record current with account activity on a daily basis. What you’ll need to thrive (Requirements) • 4+ years of account management or customer success experience • Proficiency in G-Suite, Salesforce, and Slack • Ability to lead with empathy and curiosity when engaging with both cross-functional partners and customers • Passion for the restaurant industry and a general understanding of the Toast product suite • Ownership mindset • Proven success operating independently and navigating competing priorities in a constantly changing, fast-paced environment • Detail-oriented approach with the ability to deliver clear outcomes • Excellent communication, organizational, and influencing skills • Proven track record of meeting and exceeding goals What will help you stand out (Non-essential Skills/Nice to Haves) • Experience supporting technology or SaaS customers • Restaurant or hospitality industry experience • Experience managing Mid-Market or Enterprise customers • Experience working with franchise systems or multi-unit operators • Experience using Claude or other AI tools to improve day-to-day efficiency 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. Zone A $80,000—$90,000 USD Zone B $75,000—$85,000 USD Zone C $70,000—$80,000 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. We ask that you complete interviews and assessments on your own, without real-time AI tools, recording, or transcription bots, unless we tell you otherwise in advance. 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 People Are the Secret Ingredient in Our Recipe for Success At Toast, our employees are our secret ingredient—when they thrive, we thrive. The restaurant industry brings together people with a wide range of backgrounds, experiences, and perspectives, and we value that same breadth at Toast. We strive to build a culture grounded in authenticity, respect, and humility, where every Toaster has a real opportunity to grow, contribute, and do their best work—raising the bar in delivering exceptional experiences for our customers and each other. 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 [email protected]. —— 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.