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 o