Principal Customer Success Analyst - AI and Advanced Customer Analytics

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. 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. A day in the life (Responsibilities) 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. What you'll need to thrive (Requirements) 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. AI at Toast At Toast, one of our company values is that we're hungry to build and learn. We believe learning new AI tools empowers us to build for our customers faster, more independently, and with higher quality. We provide these tools across all disciplines, from Engineering and Product to Sales and Support, and are inspired by how our Toasters are already driving real value with them. The people who thrive here are those who embrace changes that let us build more for our customers; it’s a core part of our culture. Our Total Rewards Philosophy We strive to provide competitive compensation and benefits programs that help to attract, retain, and motivate the best and brightest people in our industry. Our total rewards package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet Toasters’ changing needs. Learn more about our benefits at https://careers.toasttab.com/toast-benefits. The base salary range for this role is listed below. The starting salary will be determined based on skills and experience. In addition to base salary, our total rewards components include cash compensation (overtime, bonus/commissions, if eligible), benefits, and equity (if eligible). Pay Range $119,000—$190,000 USD How Toast Uses AI in its Hiring Process Throughout the hiring process, our goal is to get to know you. We use AI tools to support our recruiters and interviewers with tasks like note-taking, summarization, and documentation of interviews to ensure they can be fully focused on your conversation. All hiring decisions are made by people. Diversity, Equity, and Inclusion is Baked into our Recipe for Success At Toast, our employees are our secret ingredient—when they thrive, we thrive. The restaurant industry is one of the most diverse, and we embrace that diversity with authenticity, inclusivity, respect, and humility. By embedding these principles into our culture and design, we create equitable opportunities for all and raise the bar in delivering exceptional experiences. We Thrive Together We embrace a hybrid work model that fosters in-person collaboration while valuing individual needs. Our goal is to build a strong culture of connection as we work together to empower the restaurant community. To learn more about how we work globally and regionally, check out: https://careers.toasttab.com/locations-toast. Apply today! Toast is committed to creating an accessible and inclusive hiring process. As part of this commitment, we strive to provide reasonable accommodations for persons with disabilities to enable them to access the hiring process. If you need an accommodation to access the job application or interview process, please contact candidateaccommodations@toasttab.com. ------ For roles in the United States, it is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.