Senior Manager, Customer Success Experience Analytics

Toast; Boston (MA); On-site; USD 140,000 - 210,000; Full time

Benefits offered by this job

Unlimited Vacation

Sabbatical after five years

Professional Development Reimbursement

Wellness Stipend

401(k) with matching

Medical, Dental, & Vision

Job summary

Toast is seeking a Senior Manager of Customer Success & Experience Analytics to lead analytics across Care, Onboarding, Enablement and Product, reporting to CS Data & Analytics leadership. You will shape how the organization understands performance and customer experience, guiding executive discussions with data-backed insights.

The role emphasizes ownership of the weekly business review, CX programs, and the integration of AI tools to scale analytics and self-service for stakeholders.

Qualifications

• 8+ years in analytics, BI, or data science with leadership experience.
• Proven ability to own executive-level reviews and present insights clearly.
• Strong SQL and modern data stack skills plus data storytelling.
• Experience with customer success, CX, or support data in SaaS/tech.

Responsibilities

• Partner with CS leadership to define performance metrics and analytics roadmap.
• Own weekly Customer Success Business Review tools and insights.
• Lead analytics for Customer Experience and Voice of the Customer programs.
• Build and mentor a team of analysts; expand self-service analytics with AI tooling.
• Translate analyses into actionable recommendations for senior leaders.

Skills

SQL

Data visualization

Stakeholder management

Leadership

Text analytics

Education

Bachelors in a quantitative field

Tools

Snowflake

dbt

Hex

Job description

Toast is seeking a Senior Manager of Customer Success & Experience Analytics to lead analytics across Care, Onboarding, Enablement and Product, reporting to CS Data & Analytics leadership. You will shape how the organization understands performance and customer experience, guiding executive discussions with data-backed insights.

The role emphasizes ownership of the weekly business review, CX programs, and the integration of AI tools to scale analytics and self-service for stakeholders.