Senior Manager, CS Data & Analytics

Role

Toast is hiring a Senior Manager, Customer Success & Experience Analytics for its Customer Success Data & Analytics team. Reporting to the Senior Director of CS Data & Analytics, this player-coach will lead two analysts and partner with Customer Success leadership to understand business performance and customer experience across Care, Onboarding, Enablement, and Product.

The team is rebuilding the Customer Success data model and includes an Applied AI & Data Science lead. The role combines hands-on analytics with opportunities to expand into data science and analytics engineering.

Location

• Hybrid, with two days per week in the Boston office.

Responsibilities

• Own the tools and mechanisms behind the weekly Customer Success Business Review, inspect key business indicators, and facilitate discussions with business owners about successes and challenges.
• Lead analytics for Customer Experience and Voice of the Customer programs, delivering reporting, insights, and recommendations that explain performance changes and connect operational inputs to desired outcomes.
• Combine survey verbatims, contact transcripts, and other unstructured data with traditional metrics.
• Build a measurement framework connecting training, self-service content, and in-product guidance to ticket reduction, self-service, and adoption.
• Design test-and-control measurement, establish baselines before programs launch, and promote data-driven customer education.
• Develop and support two analysts, run transparent intake and prioritization, and expand self-service through AI tools and well-documented data.
• Partner with data engineering on the Customer Success data model rebuild and identify well-framed modeling problems for the Applied AI & Data Science lead.

Requirements

• At least eight years of experience in analytics, business intelligence, or data science, including at least two years leading analysts.
• A track record of owning recurring executive business reviews and turning ambiguous questions into scoped, answerable analyses.
• Hands-on experience extracting insights from unstructured data, such as survey verbatims or support transcripts.
• Working comfort with statistics and experimental design, including control groups, matched cohorts, and pre/post baselines.
• Exploratory data science experience, such as regression to understand NPS drivers or classification to identify text themes; partner with a data scientist for production-grade work.
• Strong SQL and fluency with a modern data stack such as Snowflake, Hex, dbt, or equivalent.
• A clear perspective on useful data visualizations, dashboards, and analytical artifacts.
• Hands-on experience using AI to accelerate analytics, automate recurring work, or build stakeholder self-service tools.
• Direct experience with customer success, customer experience, or support data, including NPS/CSAT programs, ticket and contact data, or CRM data. SaaS or restaurant technology experience is ideal.
• Ability to translate analysis into clear recommendations for senior leaders and push back constructively when questions cannot be answered cleanly.

Preferred Qualifications

• Experience measuring training, enablement, or customer adoption programs.
• Experience with text analytics or topic modeling, or a strong perspective on modeling operational inputs against outcomes such as NPS.
• Experience using AI to build agents, applications, or other products that enable new uses of data.

Compensation and Benefits

• Annual base salary range: $145,000–$232,000 USD. Starting salary depends on skills, experience, and geographic location.
• Total rewards include equity and benefits, plus overtime, bonuses, or commissions where eligible.
• Benefits information: https://careers.toasttab.com/toast-benefits

Hiring Process

• Toast uses AI to support recruiter and interviewer note-taking, summarization, and interview documentation. People make all hiring decisions.
• Complete interviews and assessments independently, without real-time AI tools, recording, or transcription bots, unless Toast authorizes otherwise in advance.
• Hiring AI policy: https://careers.toasttab.com/ai-in-hiring
• To request application or interview accommodations, contact candidateaccommodations@toasttab.com.
• Massachusetts law prohibits requiring or administering a lie detector test as a condition of employment or continued employment.