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 (.
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.
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 w.