Enterprise Franchise Success Manager II

Toast, Inc.; United States; Hybride; USD 70 000 - 90 000; Plein temps

Résumé du poste

Toast, Inc. is seeking a Franchise Success Manager II to oversee a portfolio of enterprise restaurant brands. You will partner with Senior CSMs to drive net revenue retention, build trust, and deliver a premium experience to franchisees and locations in your book of business.

This role blends reactive tasks, problem solving, and strategy. You’ll own relationships, diagnose issues, and translate brand goals into actions that boost adoption and retention.

Qualifications

• 4+ years in account management or customer success.
• Proficiency in Salesforce, G-Suite, and Slack.
• Empathy-driven leadership with cross-functional partners.
• Interest in restaurant industry and Toast product suite.
• Ownership mindset in a fast-paced environment.
• Detail-oriented with clear outcomes.
• Excellent communication and organization.
• Proven track record of meeting goals.

Responsabilités

• Own franchisee and location requests from intake through resolution.
• Quarterback escalations to resolution.
• Collaborate across Support, Product, Solutions, Onboarding, and Billing.
• Build trusted relationships with key franchisees.
• Develop brand operations expertise and Toast usage.
• Partner on account strategy with the CSM.
• Identify upsell and churn risks and propose next steps.
• Run targeted outreach to achieve account goals.
• Prepare for QBRs and in-person engagements with enterprise brands.
• Keep systems of record current with account activity daily.

Connaissances

Account management

Customer success

Relationship building

Communication

Empathy

Problem solving

Organization

Outils

Salesforce

G-Suite

Slack

Description du poste

Toast, Inc. is seeking a Franchise Success Manager II to oversee a portfolio of enterprise restaurant brands. You will partner with Senior CSMs to drive net revenue retention, build trust, and deliver a premium experience to franchisees and locations in your book of business.

This role blends reactive tasks, problem solving, and strategy. You’ll own relationships, diagnose issues, and translate brand goals into actions that boost adoption and retention.