Taking applicationsVoice Support·Posted 17h ago
Franchise Success Manager II
Toast
USA
Pay
$33.5–$43.5/hr
Job type
Full-time · Remote
Hours
Flexible
Location
USA
Open to people in the United States
EnglishMid level
About the role
This is a customer success role supporting large enterprise restaurant franchise brands, owning franchisee and location requests from intake through resolution and partnering with senior CSMs on account strategy. It stands out for its focus on escalation quarterbacking, upsell/churn risk identification, and work with major multi-unit restaurant operators.
What you'll do
- Own franchisee and location requests from intake through resolution
- Quarterback escalations until issues are solved
- Work across Support, Product, Solutions, Onboarding, and Billing
- Build trusted relationships with key franchisees
- Develop deep expertise in each brand’s operations and franchise structure
- Identify upsell opportunities and churn or downsell risk
- Prepare for and participate in QBRs and in-person engagements
- Keep systems of record current with account activity
What you'll need
- 4+ years of account management or customer success experience
- Proficiency in G-Suite, Salesforce, and Slack
- Lead with empathy and curiosity
- Passion for the restaurant industry
- Ownership mindset
- Operate independently and navigate competing priorities
- Detail-oriented with clear outcomes
- Excellent communication, organizational, and influencing skills
Skills
Account managementCustomer successSalesforceG-SuiteSlackRelationship buildingProblem solvingEscalation management
Benefits
Performance bonusEquityBenefits packagePaid in USD
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