Lead, Customer Strategy Analytics & Applied AI

About the role

You own the data and analytical backbone of the Customer Success organization at Owner, defining how we measure health, predict risk, and drive retention through analytics and AI. You will design and ship the core data products and automated workflows that allow the CS organization to operate at scale without manual analysis overhead. You will act as the primary strategist for the CS leadership team, translating business questions into analytical roadmaps and AI-powered systems that generate actionable insights. You will deeply integrate applied AI into every analysis, using large language models and machine learning to automate insights and improve decision quality. You will define the future state of Customer Analytics at Owner, setting standards for rigor, clarity, and impact across the entire customer lifecycle. You will partner directly with the SVP of CS to shape investment priorities, org structure, and the engagement model based on evidence and strategic foresight. You will build a high-performing analytics pod, setting priorities and direction while mentoring analysts to adopt AI-native ways of working.

Key facts

What you'll do

• Architect the foundational customer analytics strategy that aligns with Owner's product philosophy of agentic automation for local business growth.
• Define and own the end-to-end customer analytics roadmap, discovering opportunities that drive retention, expansion, and new revenue within the CS organization.
• Build and deploy AI-powered analytical tools and data products that enable Customer Success Managers to act on insights in real time without waiting for analysis.
• Partner with the SVP of CS to model the future customer engagement model, determining optimal org structure, capacity allocation, and strategic investment areas.
• Establish the metrics and health signals that inform how Owner measures customer success, including churn risk, lifetime value, and engagement scoring.
• Lead the development of advanced support analytics that surface root causes of issues and drive systemic improvements in the customer experience.
• Direct the priorities and execution roadmap for the CS analytics and AI pod, ensuring alignment with the broader business objectives of Owner.
• Apply rigorous problem-solving to deconstruct complex business questions, diving deep into data to uncover root causes and novel solutions.
• Leverage emerging applied AI techniques, including custom machine learning pipelines and large language models, to transform how analytics is built and consumed.
• Create durable systems and reusable analytical frameworks that scale across customer segments, reducing manual effort and enabling rapid experimentation.

Requirements

• Have a strong background in business analytics, data science, or a related field with demonstrable experience in analytics and data product development.
• Bring extensive experience applying artificial intelligence and machine learning techniques to solve real-world business problems in a SaaS or subscription environment.
• Demonstrate a proven track record of owning complex analytical programs end-to-end, from discovery through implementation and measurable impact.
• Show deep expertise in data modeling, SQL, and modern analytics tools, with the ability to derive insights from large, complex datasets.
• Exhibit strong judgment and strategic thinking, with the ability to translate ambiguous business problems into clear analytical approaches and actionable recommendations.
• Have excellent communication skills, capable of presenting sophisticated analyses to both technical and non-technical stakeholders, including executive leadership.
• Thrive in a fast-paced, high-growth environment where priorities shift quickly and problems are novel and unstructured.
• Be highly comfortable working with emerging AI tools and frameworks, using them to augment analytical workflows and build innovative solutions.

Nice to have

• Experience building and deploying data products and analytical platforms that enable data-driven decision-making at scale.
• Background working with restaurant or local business ecosystems, understanding the unique operational and financial characteristics of these markets.
• Familiarity with remote-first, asynchronous collaboration tools and distributed team dynamics.

Practical notes

This role is 100% remote and can be based anywhere in the United States or Canada. There are no specific hours required, and the position is full-time. There is no travel required for this role, and no visa sponsorship is available at this time. The candidate must be legally authorized to work in the United States or Canada without sponsorship.