Senior Manager of CS Data & Analytics

Toast, a leading restaurant technology platform, as the Senior Manager of Customer Success & Experience Analytics. In this role, you will be the analytics partner to CS leadership, shaping the organization's understanding of performance and customer experience. You will lead a team of analysts, run the Customer Success Business Review, and own the analytics behind customer experience and voice of the customer programs. Additionally, you will measure the impact of education and enablement, lead your team, and shape the data foundation.

Responsibilities

• Lead the analytics efforts for Customer Experience and Voice of the Customer programs, providing insights and recommendations to improve customer experience.
• Own the framework connecting training, self-service content, and in-product guidance to ticket reduction, self-service, and adoption, and drive a data-first culture in customer education.

Requirements

• Grow and lead a team of talented analysts, supporting their ownership of their areas and expanding self-service through AI tooling and well-documented data.
• This role is ideal for a player-coach who is energized by ambiguous problems, works iteratively, and isn’t only one kind of data person
• Hands-on experience extracting insight from unstructured data such as survey verbatims or support transcripts
• Experience: 8+ years in analytics, BI, or data science, including 2+ years leading analysts, with a track record of owning a recurring executive business review and turning ambiguous questions into scoped, answerable analyses
• Working comfort with statistics and experimental design. You’ve dabbled in data science, such as running a regression to find what drives NPS or a classification model to find themes in text, and you know control groups, matched cohorts, and pre/post baselining. You use these methods for exploratory work and partner with a data scientist on anything production-grade
• Ability to translate analysis into clear recommendations for senior leaders, and to push back constructively when a question can’t be answered cleanly
• Direct experience with customer success, customer experience, or support data (NPS/CSAT programs, ticket and contact data, CRM), ideally in SaaS or restaurant technology
• Experience using AI to build agents, apps, or other products that enable new and creative uses of data

Preferred

• Heir home base is analytics, with a real interest in data science and analytics engineering. They don’t need to be an expert in either, just passionate about expanding their knowledge, something AI tools now put within reach for anyone
• A tinkerer and builder with hands-on experience using AI for analytics, whether to speed up analysis, automate recurring work, or build self-serve tools for stakeholders
• Strong SQL, fluency with a modern data stack (Snowflake, Hex, dbt, or equivalent), and a clear point of view on data visualization and what makes a dashboard or analytical artifact useful
• Experience measuring training, enablement, or customer adoption programs
• Experience with text analytics or topic modeling, or a strong point of view on modeling operational inputs to outcomes like NPS

Pay

USD 145,000 - 232,000

Join

This position offers unlimited vacation, a sabbatical opportunity after five years, and various other benefits.