Toast creates technology to help restaurants and local businesses succeed in a digital world, helping business owners operate, increase sales, engage customers, and keep employees happy.
A Day in The Life
The Franchise Success Manager (CSM II) manages and supports a portfolio within the Toast enterprise segment. The Franchise Success Manager will partner with a team of Principal Customer Success Managers with the goals of driving net revenue retention, increasing customers trust and satisfaction, and deliver a premium experience to all customers within their book of business to ensure they are getting the most out of their investments.
The majority of time spent will be on 1:1 proactive engagement with Toast customers, completing follow up communications and administrative work associated with each call. This team will also be expected to create Toast advocates and identify areas of risk within their book of business. This feedback ensures that the Principal Strategy Consultants are able to best understand, and ultimately translate, customers’ goals and priorities into strategic action and recommendations.
Help the Customer Success & Services team succeed by demonstrating the following four key priorities with a hospitality mindset- Relationship Builder, Customer Obsessed, Product Resource, Revenue Producer and Protector.
With the ultimate goal of thriving customers, your responsibilities will include, but are not limited to, fostering customer relationships, partnering with key internal and external stakeholders to develop and support high performing restaurants, quarterbacking inquiries and escalations to increase customer satisfaction, as well as many other functions.
What you'll do (Responsibilities)
- Work cross functionally to ensure the current and future success of key Toast customers
- Be the voice of the customer to help improve Toast sales, onboarding, and support
- Earn the trust of our customers and partners to build in-depth relationships by having a complete understanding of their business goals and objectives
- Provide real time guidance to customers that empower and enable them to complete certain requests as a selfservice
- Assist in driving key metrics that improve the experience of customers and shared partner stakeholders
- Manage the inbound channel of customer requests in an organized, detailed oriented manner while leading with empathy
- Leverage various methods of outreach to increase engaged customer connects
- Have deep understanding of Toast product suite and ability to demo and discuss features and benefits to ensure customer is getting the most out of the product
- Retain and grow SaaS revenue through both proactive and reactive engagement by utilizing product recommendations of Toast first party and partner products
What you'll need to thrive (Requirements)
- 4+ years account management OR program coordination experience required
- Proficient in G-Suite, Salesforce, Slack and MS Office Suite
- Ability to always lead with empathy with our partners and mutual customers
- Highly motivated and passionate about the restaurant industry, while having a general understanding of the Toast Product Suite
- Ownership mindset, flexibility toward dynamic change
- Detailed oriented with the ability to deliver clear outcomes
- Ability to perform in a fast paced environment
- Strong organization skills and time management skills
What will help you stand out (Non-essential Skills/Nice to Haves)
- Experience working in the tech industry or for a SAAS company
- Experience working in the restaurant industry
AI at Toast
At Toast, one of our company values is that we're hungry to build and learn. We believe learning new AI tools empowers us to build for our customers faster, more independently, and with higher quality. We provide these tools across all disciplines, from Engineering and Product to Sales and Support, and are inspired by how our Toasters are already driving real value with them. The people who thrive here are those who embrace changes that let us build more for our customers; it’s a core part of our culture.
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. Our total rewards package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet Toasters’ changing needs. Learn more about our benefits at https://careers.toasttab.com/toast-benefits.
The base salary range for this role is listed below. The starting salary will be determined based on skills, experience, and geographic location. In addition to base salary, our total rewards components include cash compensation (overtime, bonus/commissions if eligible), equity, and benefits. You can learn more about how we align pay with local labor markets in our Geographic Pay Zone Philosophy.
How Toast Uses AI in its Hiring Process
Throughout the hiring process, our goal is to get to know you. We use AI tools to support our recruiters and interviewers with tasks like note-taking, summarization, and documentation of interviews to ensure they can be fully focused on your conversation. All hiring decisions are made by people.
Diversity, Equity, and Inclusion is Baked into our Recipe for Success
At Toast, our employees are our secret ingredient—when they thrive, we thrive. The restaurant industry is one of the most diverse, and we embrace that diversity with authenticity, inclusivity, respect, and humility. By embedding these principles into our culture and design, we create equitable opportunities for all and raise the bar in delivering exceptional experiences.
We Thrive Together
We embrace a hybrid work model that fosters in-person collaboration while valuing individual needs. Our goal is to build a strong culture of connection as we work together to empower the restaurant community. To learn more about how we work globally and regionally, check out: https://careers.toasttab.com/locations-toast.
Apply today!
Toast is committed to creating an accessible and inclusive hiring process. As part of this commitment, we strive to provide reasonable accommodations for persons with disabilities to enable them to access the hiring process. If you need an accommodation to access the job application or interview process, please contact [email protected].
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For roles in the United States, it is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
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