Franchise Success Manager II

Job Overview

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.

Job Description

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!

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.

Key Responsibilities

• 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.
• What you’ll do (Responsibilities) Own franchisee and location requests from intake through resolution, keeping the customer informed along the way.
• 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.

Required Skills and Qualifications

• 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.
• 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.
• The starting salary will be determined based on skills, experience, and geographic location.
• 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.

Benefits and Perks

• 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.
• Learn more about our benefits at .
• In addition to base salary, our total rewards components include cash compensation (overtime, bonus/commissions if eligible), equity, and benefits.

Work Location and Schedule

This role is listed as Remote USA with location information shown as Remote USA. The employment type is Full Time.

About the Company

Toast is the organization connected with this listing. USA Jobs Today displays this opportunity for job discovery only, so applicants should verify company details, application instructions, and eligibility on the official employer website.