Senior Manager, CS Analytics & Customer Experience

Toast; Boston (MA); Hybrid; USD 145,000 - 232,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Toast in Boston seeks a Senior Manager, Customer Success & Experience Analytics. You will partner with CS leadership to shape how the organization understands performance and customers, oversee two analysts, and connect data across Care, Onboarding, Enablement, and Product.

The role blends hands-on analytics with emerging AI tooling, emphasizes data science interest, and requires a history of turning ambiguous questions into actionable insights.

Qualifications

• 8+ years in analytics, BI, or data science.
• 2+ years leading analysts.
• Experience extracting insights from unstructured data.
• Strong SQL and modern data stack familiarity.
• Experience with NPS/CSAT programs.
• Ability to translate analyses into executive recommendations.

Responsibilities

• Own weekly Customer Success Business Review tooling and process.
• Lead analytics for Customer Experience and VOC programs.
• Measure education impact and enablement with test/control designs.
• Grow the analytics team and partner with data engineering on CS data model.

Skills

8+ years analytics

Leading analysts

SQL

Snowflake

Hex

dbt

Data visualization

AI tooling

Unstructured data

NPS/CSAT analysis

Tools

Snowflake

Hex

dbt

Job description

Toast in Boston seeks a Senior Manager, Customer Success & Experience Analytics. You will partner with CS leadership to shape how the organization understands performance and customers, oversee two analysts, and connect data across Care, Onboarding, Enablement, and Product.

The role blends hands-on analytics with emerging AI tooling, emphasizes data science interest, and requires a history of turning ambiguous questions into actionable insights.