Lead, Customer Strategy Analytics & Applied AI (AI)

TL;DR

Lead, Customer Strategy Analytics & Applied AI (AI): Developing and shipping data products and AI-powered systems to optimize Customer Success and Support operations with an accent on churn risk scoring and automated retention playbooks. Focus on designing a data-backed customer engagement model and building agentic AI workflows to scale retention.

Location: Must be based in the US or Canada

Salary: $190,000 – $210,000

Company

An AI-native system designed to help local business owners, starting with restaurants, manage their operations and grow their profit through agentic automation.

What you will do

• Design and ship data products and automated AI workflows to enable CS and Support teams to act on data in real-time.
• Partner with the SVP of CS to develop the customer engagement model and determine organizational investment priorities.
• Lead the CS analytics and applied AI pod, setting direction and guiding associates in their analyses and builds.
• Build high-impact AI tools including churn risk scoring and CSM next-best-action systems.
• Establish AI-driven operating workflows to multiply productivity across the broader BizOps team.

Requirements

• 5–7+ years of experience in analytics, strategy, or business operations (e.g., management consulting, BizOps).
• Proven experience shipping data products, models, or AI-powered systems into production.
• Must be based in the US or Canada.
• Proficiency with Claude or equivalent agentic tooling; SQL and Python skills are a plus.
• Experience within SaaS, marketplaces, or high-growth startup environments.
• Ability to operate self-sufficiently and navigate ambiguity without a predefined playbook.

Nice to have

• Prior experience in the restaurant industry.
• Formal people management experience.

Culture & Benefits

• Comprehensive health insurance coverage.
• Remote-first work environment.
• Unlimited PTO.
• Generous pre-IPO equity package.