Toast is a restaurant point of sale and management system that helps restaurants improve operations, increase sales and create a better guest experience. Backed by Bessemer and GV.
About the role
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. Reporting to the Senior Director of CS Data & Analytics, you’ll lead two analysts and bring a holistic customer view by connecting data across Care, Onboarding, Enablement, and Product. Found on 1752vc Careers, the job board for startup and VC roles.
What they're looking for
- Hands-on experience extracting insight from unstructured data such as survey verbatims or support transcripts
- 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
- 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
- Direct experience with customer success, customer experience, or support data (NPS/CSAT programs, ticket and contact data, CRM), ideally in SaaS or restaurant technology
- Ability to translate analysis into clear recommendations for senior leaders, and to push back constructively when a question can’t be answered cleanly
More about this role
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. With a data engineering team rebuilding the CS data model and an Applied AI & Data Science lead embedded on the team, we’re building what analytics looks like in the AI era.
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. Reporting to the Senior Director of CS Data & Analytics, you’ll lead two analysts and bring a holistic customer view by connecting data across Care, Onboarding, Enablement, and Product.
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. Their home base is analytics, with a real interest...
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