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 .

#LI-DNP

• 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.

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] .

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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.