Director, Customer Success Data and Analytics Engineering
Core
Lead the redesign of the unified Customer Success data model and define the AI data strategy for Toast's CS organization, ensuring data serves both operational dashboards and AI systems reliably.
Role type
Director, Data and Analytics Engineering
Builds
Unified CS data model, AI data strategy, data pipelines for contact center migration, and documentation layer for AI/BI consumption
Domain
SaaS / Customer Success / Data Engineering
Deliverable
production ML models | product features | dashboards & analysis
Required skills
Data modeling, AI data strategy, semantic layer design, pipeline testing and monitoring, cross-functional communication, data governance, team leadership, system architecture redesign
Preferred skills
Customer Success domain expertise, modern orchestration frameworks, BI tools, real-time data streaming
Technologies
Snowflake, dbt, Airflow, Kafka, Kinesis
Responsibilities
Redesign the unified CS data model connecting Care, CX, Enablement, and CSS teams; Define and execute the AI data strategy for CS; Lead data integration for the contact center platform migration; Manage and mentor two senior data and analytics engineers; Establish testing, monitoring, and alerting standards across CS pipelines; Represent CS data interests in enterprise governance forums
Seniority
Director, hands-on IC with leadership