Franchise Success Manager II
New
T
ToastRestaurant technology
Location: Remote, USFull-TimeMiddle
Salary80,000 - 90,000 USD per year
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Job Details
- Experience
- 4+ years of account management or customer success experience
- Required Skills
- SalesforceCustomer SuccessSlackAccount Management
Requirements
- Have 4+ years of account management or customer success experience.
- Be proficient in G-Suite, Salesforce, and Slack.
- Bring empathy and curiosity to interactions with customers and cross-functional partners.
- Have a general understanding of the Toast product suite and an interest in the restaurant industry.
- Demonstrate an ownership mindset.
- Show success working independently and navigating competing priorities in a changing, fast-paced environment.
- Be detail-oriented and able to deliver clear outcomes.
- Have strong communication, organizational, and influencing skills.
- Demonstrate a track record of meeting and exceeding goals.
Responsibilities
- Own franchisee and location requests from intake through resolution, keeping customers informed.
- Take single-point ownership of escalations that are not resolved through normal channels until they are solved.
- Work with Support, Product, Solutions, Onboarding, and Billing to diagnose root causes and drive resolution.
- Build trusted relationships with franchisees, surface pain points, and identify risks early.
- Develop expertise in each brand’s operations, franchise structure, and use of Toast.
- Partner with the CSM on account strategy and take ownership of defined account-management responsibilities over time.
- Identify upsell opportunities and churn or downsell risk, and recommend next steps to the CSM.
- Run targeted outreach to help achieve account goals and prepare for and participate in QBRs and in-person engagements.
- Keep systems of record current with daily account activity.
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