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$143K–$229K/yr
Published by the employer
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 passionate about creating raving fans and delivering an unparalleled customer experience. And we see the service and support that our team provides to customers as a key differentiator in the market and a point of pride. As Toast continues to grow – offering new products, serving new customer types & segments, expanding to new geographies – we must continue to innovate on that customer experience and the level, type and modes of support we provide.
As Principal, Customer Experience Strategy & Analytics, you'll play a critical role in shaping how we improve the experience for every customer. As more customers join Toast, that experience has to scale without losing what makes it great. You'll own the Voice of the Customer program across SMB, International and Retail, and you'll stay close to what customers and the Toasters who serve them are saying. With that insight, you'll help us meet customers where they are, fix what's causing pain, and drive business outcomes by making the Toast experience a reason customers choose us and stay.
You'll inherit a solid foundation for measuring customer health. You'll run and interpret NPS, CSAT, CES and other key CX metrics with care, keeping them accurate and consistent, while finding ways to make them better. You'll dig into why customers feel the way they do and turn that into clear priorities for cross-functional improvements. You'll also modernize how the work gets done, cutting manual analysis and bringing in smarter tools, without losing the sharp judgment and thoughtful recommendations our teams count on.
This role reports to the Senior Director of Customer Experience and is a high priority, high visibility position in the Customer Success organization. You will join other high-impact individuals shaping the future customer experience and journey across all customer segments at Toast.
A day in the life (Responsibilities)
What you'll need to thrive (Requirements)
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, experience, and geographic location. In addition to base salary, our total rewards components include cash compensation (overtime, bonus/commissions if eligible), equity, and benefits. You can learn more about how we align pay with local labor markets in our Geographic Pay Zone Philosophy.
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. We ask that you complete interviews and assessments on your own, without real-time AI tools, recording, or transcription bots, unless we tell you otherwise in advance. To learn more: https://careers.toasttab.com/ai-in-hiring
Our Approach to Hybrid Working
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 hospitality community, regardless of location. Please visit the Locations page on our career site to learn more about our in-office expectations by region: https://careers.toasttab.com/locations-toast
People Are the Secret Ingredient in Our Recipe for Success
At Toast, our employees are our secret ingredient—when they thrive, we thrive. The restaurant industry brings together people with a wide range of backgrounds, experiences, and perspectives, and we value that same breadth at Toast. We strive to build a culture grounded in authenticity, respect, and humility, where every Toaster has a real opportunity to grow, contribute, and do their best work—raising the bar in delivering exceptional experiences for our customers and each other.
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.
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