Franchise Success Manager II

Toast

. Support a portfolio of Toast’s largest enterprise restaurant brands .

Posted 10/26/2026full-timeUnited StatesMid-LevelSenior💰 $70,000 - $90,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in account management and customer success, with a strong focus on building relationships, driving revenue retention, and delivering exceptional customer experiences in the restaurant industry. Proficient in utilizing G-Suite, Salesforce, and Slack to manage accounts and facilitate communication across teams.

Highest-signal resume keywords

Account Management ExperienceCustomer Success ExpertiseProficiency In G-SuiteSalesforce ProficiencyExcellent Communication Skills

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft Skills

EmpathyCuriosityDetail-OrientedOrganizational SkillsInfluencing Skills

Tools & Technologies

G-SuiteSalesforceSlack

Industry Keywords

Restaurant IndustryFranchise SystemsMulti-Unit OperatorsSaaS ExperienceEnterprise Customers

About the role

Key responsibilities & impact

Support a portfolio of Toast’s largest enterprise restaurant brands
Partner with Senior Customer Success Managers to drive net revenue retention, build customer trust, and deliver a premium franchisee experience
Own franchisee and location requests from intake through resolution while keeping customers informed
Quarterback escalations through resolution with single-point ownership
Work across Support, Product, Solutions, Onboarding, and Billing to diagnose root causes and drive resolution
Build trusted relationships with key franchisees and surface pain points and risks early
Develop expertise in each brand’s operations, franchise structure, and use of Toast
Partner with the CSM on account strategy and own defined account-management responsibilities over time
Identify upsell opportunities and churn or downsell risk, recommending next steps to the CSM
Run targeted outreach for account goals
Prepare for and participate in QBRs and in-person engagements with enterprise brands
Maintain current systems of record with daily account activity

Requirements

What you’ll need

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 cross-functional partners and customers
Passion for the restaurant industry and 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 ability to deliver clear outcomes
Excellent communication, organizational, and influencing skills
Proven track record of meeting and exceeding goals
Non-essential: experience supporting technology or SaaS customers
Non-essential: restaurant or hospitality industry experience
Non-essential: experience managing Mid-Market or Enterprise customers
Non-essential: experience working with franchise systems or multi-unit operators
Non-essential: experience using Claude or other AI tools to improve day-to-day efficiency

Benefits

Comp & perks

Competitive compensation and benefits programs
Cash compensation, including overtime and bonus/commissions if eligible
Equity
Flexible benefits supporting a healthy lifestyle and changing needs
Hybrid work model
In-person collaboration opportunities
Reasonable accommodations for persons with disabilities during hiring