Hybrid opportunity at
ToastFranchise Success Manager II
Toast is hiring a Franchise Success Manager II to support large enterprise restaurant brands and their franchisees. In this hybrid role, you will work alongside Senior…
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About This Role
Toast is hiring a Franchise Success Manager II to support large enterprise restaurant brands and their franchisees. In this hybrid role, you will work alongside Senior Customer Success Managers to drive revenue retention, build lasting customer trust, and deliver exceptional experiences. The position combines administrative management, problem resolution, account strategy, and relationship building. You will serve as the primary contact for franchisees, handling requests, investigating issues across multiple internal departments,…
Job Description
Toast is hiring a Franchise Success Manager II to support large enterprise restaurant brands and their franchisees. In this hybrid role, you will work alongside Senior Customer Success Managers to drive revenue retention, build lasting customer trust, and deliver exceptional experiences. The position combines administrative management, problem resolution, account strategy, and relationship building.
You will serve as the primary contact for franchisees, handling requests, investigating issues across multiple internal departments, and guiding accounts toward operational goals. Ideal candidates are self-starters with a passion for the restaurant industry, strong organizational capabilities, and a talent for independent problem-solving in a fast-paced setting.
Responsibilities
- Manage franchisee and location inquiries from intake through final resolution
- Lead escalations through to completion as the single point of ownership
- Collaborate with Support, Product, Solutions, Onboarding, and Billing teams to diagnose and fix root causes
- Establish reliable relationships with key franchisees to surface risks and spot expansion opportunities
- Master the operational structure and product usage of assigned restaurant brands
- Collaborate with Senior CSMs on account strategy and assume ownership of specific account management duties
- Execute targeted outreach initiatives to help brands meet their specific objectives
- Contribute to quarterly business reviews and face-to-face meetings with major enterprise brands
- Maintain up-to-date daily records of account activities within company systems
Requirements
- Minimum of 4 years of experience in account management or customer success
- Familiarity with Slack, Salesforce, and G-Suite
- Ability to lead interactions with empathy, curiosity, and strong communication skills
- Interest in the restaurant industry coupled with a foundational grasp of the Toast product ecosystem
- Independent work ethic with an ownership mindset to manage competing priorities in a fast-moving environment
- Detail-oriented focus capable of producing clear and measurable outcomes
Qualifications
- Background supporting SaaS or technology clients
- Previous work in the hospitality or restaurant sector
- Experience managing Enterprise or Mid-Market accounts
- Familiarity with multi-unit operators or franchise systems
- Practical use of AI tools such as Claude for daily workflow efficiency
Core Skills
Benefits
- Base salary range between USD 70,000 and 90,000 per year depending on geographic location and experience
- Total rewards package including cash compensation components such as bonuses, commissions, or overtime where eligible
- Company-provided equity
- Access to health and lifestyle benefits tailored to changing employee needs
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
What is the salary range for the Franchise Success Manager II role?
The base salary ranges from USD 70,000 to 90,000 per year, determined by geographic pay zones, skills, and experience.
What is the remote work policy for this position?
The role utilizes a hybrid work model designed to encourage in-person collaboration.
How many years of experience are required?
Applicants must have four or more years of customer success or account management experience.
Does the posting specify the exact office location?
No specific city location is stated in the job posting.
Sample Interview Questions
AI-generated questions tailored to this specific role — a preview of the full practice set.