# Senior Manager, CS Data & Analytics

**Company**: Toast
**Location**: Boston, MA
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Salary**: $145,000-$232,000 USD
**Category**: Data Science
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/toast/jobs/8243192?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_cd46fd5c-332

## Description

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.

The Customer Success Data & Analytics (CSDA) team sets the standards for how data is used across Customer Success, building the foundational data and tooling that help CS deliver a better, more efficient customer experience.

As Senior Manager, Customer Success & Experience Analytics, you’ll be the analytics partner to CS leadership, shaping how the organization understands its performance and its customers, with a focus on customer experience and enablement.

**Responsibilities**

- Run the Customer Success Business Review: Own the tools and mechanisms behind the weekly review, driving rigorous but efficient inspection of key business indicators and hosting insightful discussions with business owners about their successes and challenges.

- Lead Analytics for Customer Experience & Voice of the Customer: Be a major contributor to the CX and VOC programs by owning the analytics behind them: the reporting, insights, and recommendations that help the business improve how customers experience Toast.

- Measure Education & Enablement Impact: Own the framework connecting training, self-service content, and in-product guidance to ticket reduction, self-service, and adoption.

- Lead the Team & Shape the Data Foundation: Grow a team of talented analysts and support the ownership they bring to their areas.

**Requirements**

- 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.

- Hands-on experience extracting insight from unstructured data such as survey verbatims or support transcripts.

- Working comfort with statistics and experimental design.

- 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.

**Nice to Haves**

- 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.

- Experience using AI to build agents, apps, or other products that enable new and creative uses of data.

**Benefits**

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.

**Pay Range**

$145,000-$232,000 USD

## Skills

### Required
- analytics
- BI
- data science
- SQL
- Snowflake
- Hex
- dbt

### Nice to have
- text analytics
- topic modeling
- AI

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/toast/jobs/8243192?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)