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