Principal Customer Success Analyst, Toast
AI and Advance Customer Analytics
$119-190k
Point of sale and management system for restaurants
Open for applications
Point of sale and management system for restaurants
1001+ employees
Open for applications
$119-190k
1001+ employees
Company mission
Toast's mission is to enrich the food experience for all.
Role
Who you are
- Applied AI/ML Experience: You have a proven track record of using AI, ML, and Data Science tools for analytical purposes—specifically for classification, sentiment analysis, or trend identification in a professional setting
- Operational Lens: You understand how a Customer Success or Care organization functions. You can speak the language of "tickets," "retention," and "CSAT" just as fluently as "joins" and "LLMs."
- High Visibility Influence: You are a confident communicator who can stand your ground with senior leadership, translating complex technical findings into clear, strategic recommendations
- 6+ years of experience in a high-growth, data-intensive environment (e.g., Analytics, Data Science, or Business Intelligence)
- Proficient in SQL: Expert-level ability to navigate complex schemas and build performant queries (experience with Snowflake is a major plus)
- AI/LLM Savvy: Demonstrated ability to use AI tools (ChatGPT, Gemini, Snowflake Cortex, etc.) to analyze large sets of unstructured data
- Strong with BI Tools: Extensive experience building high-impact dashboards and visualizations in tools like Sigma, Looker, or Tableau
- Data Science Familiarity: Comfortable with foundational data science concepts (regression, classification, clustering) and how to apply them to business problems
- Technical Communication: Ability to bridge the gap between technical data work and business-facing outcomes
What the job involves
- At Toast, we are obsessed with our customers’ success
- As a Principal Customer Success Analyst - AI & Advance Customer Analytics you will be a strategic partner to our Care Operations, Voice of the Customer (VoC), and R&D teams
- We need a high-level problem solver who uses AI and Machine Learning to unlock the "why" behind our data and turns those insights into a differentiated customer experience, better product, and a more efficient operation
- You will bridge the gap between unstructured customer feedback (chat, voice, email) and our structured data environments
- By connecting these worlds, you will deliver insights that help to identify gaps in our current roadmaps, surface unmet customer needs, and drive the organization toward our goals of reducing customer pain and increasing revenue retention
- Strategic Business Partner: Build deep relationships with Care Operations and VoC to understand their highest-priority friction points. You won't just deliver data; you’ll help them enhance their strategies with insights they didn't know were possible
- AI-Powered Analysis: Use Snowflake Cortex, Python, and LLMs to classify and score interactions (complexity, urgency, sentiment). You will turn hundreds of thousands of conversations into structured, actionable insights that drive a world class customer experience
- The "Insight-to-Action" Playbook: Create a scalable framework for how the organization can benefit from the insights AI unlocks. This includes building prompt libraries and analytical playbooks that allow the broader Care team to access and use data more effectively
- Experiment with Purpose: Maintain a culture of "iterate and ship," but always with an eye on accuracy and business goals. You ensure that every AI experiment is tied directly to a business outcome
- Problem Solver & Independent Lead: As a subject matter expert and strong individual contributor, you own the "how." You are expected to navigate ambiguity, identify blockers before they become issues, and bring data-backed solutions and recommendations to Directors, VPs, and the COO
Our take
Running a restaurant means managing a stressful set of elements, all needing to work together seamlessly to create a good experience for diners. Toast helps to streamline processes, and puts an end to piles of paperwork, by providing a platform whereby tableside ordering, menu modifications, labour management, payroll, and more are all housed in one system that can run from a tablet.
Toast offers restaurant-grade hardware and cloud-based, customisable payment solutions to serve clients from startup through to growth phase, as well as a service for established restaurants. By combining all the digital services a restaurant might need, the platform can act as the one and comprehensive solution for restaurants of any size, avoiding restaurateurs from having to invest in a range of technologies.
Toast has over 70,000 restaurants on its books, from food trucks to national brands, and its mobile ordering and payment solutions have made it a recognized brand for consumers. The company's IPO in 2021 saw it valued at over $30 billion and since then, it has added more features to its product suite including wholesale and catering order tools. Toast then, has proven its place as an indispensable player in the restaurant space.
Freddie
Company Specialist at Welcome to the Jungle
Insights
28% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Feb 2020
$400m
SERIES F
Apr 2019
$250m
SERIES E
Total funding: $899m
Company benefits
- Peer and company recognition programs
- Unlimited Vacation
- Sabbatical opportunity after five years
- Professional Development Reimbursement Program
- Commitment to Employee Wellness through resources such as a quarterly Wellness Stipend
- Various peer and company recognition programs
- 401(k) and matching
- Medical, Dental, & Vision Coverage
- Mental Health Benefits
- Subsidized backup childcare
Company HQ
Fort Point Channel Landmark District, Boston, MA
Leadership
Steve Fredette
(Co-Founder & President)They studied at MIT before co-founding Klick Mobile in 2009 and spending almost 7 years at Endeca. They left their Management role in June 2012 having co-founded Toast in May.
Aman Narang
(Co-Founder & CEO)Having studied Computer Science at MIT, they worked at Endeca for 5 years. They moved from working as Product Manager to work full-time as President of Toast in 2013, having co-founded it the previous year.
Jonathan Grimm
(Co-Founder & CTO)They also studied Computer Science at MIT before working as an Engineer for Endeca for over 4 years. They worked at Oracle for 5 months prior to co-founding Toast in May 2012.
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