Toast is hiring a Principal Customer Success Analyst to be a strategic partner to our Care Operations, Voice of the Customer (VoC), and R&D teams. In this AI & Advanced Customer Analytics role, you will use AI and Machine Learning to unlock insights from data to improve customer experience, product, and operations.
What You'll Do
- Build deep relationships with Care Operations and VoC to understand high-priority friction points and enhance their strategies with insights.
- Use Snowflake Cortex, Python, and LLMs to classify and score interactions (complexity, urgency, sentiment) from hundreds of thousands of conversations.
- Create a scalable framework and playbooks for how the organization can benefit from AI-unlocked insights, including building prompt libraries.
- Maintain a culture of 'iterate and ship' while ensuring every AI experiment is tied directly to a business outcome.
- As a subject matter expert and strong individual contributor, own the 'how,' navigate ambiguity, identify blockers, and bring data-backed solutions to senior leadership.
What We're Looking For
- 6+ years of experience in a high-growth, data-intensive environment (e.g., Analytics, Data Science, or Business Intelligence).
- Expert-level proficiency in SQL with ability to navigate complex schemas and build performant queries.
- Demonstrated ability to use AI tools (ChatGPT, Gemini, Snowflake Cortex, etc.) to analyze large sets of unstructured data.
- Extensive experience building high-impact dashboards and visualizations in BI tools like Sigma, Looker, or Tableau.
- Comfortable with foundational data science concepts (regression, classification, clustering) and how to apply them to business problems.
- Ability to bridge the gap between technical data work and business-facing outcomes.
Nice to Have
- Experience with Snowflake is a major plus.
Technical Stack
- Snowflake Cortex
- Python
- SQL
- LLMs
- AI/ML tools
- BI Tools (Sigma, Looker, Tableau)
Team & Environment
You will act as a strategic partner to Care Operations, Voice of the Customer (VoC), and R&D teams.
Benefits & Compensation
- Competitive compensation and benefits programs
- Flexibility to meet changing needs
- Health, wellness, and financial benefits
- Compensation range: $119,000—$190,000 USD
Work Mode
This is a hybrid position. Locations are global and regional.
Toast is committed to creating an accessible and inclusive hiring process and provides reasonable accommodations for persons with disabilities.
