Lead, Customer Strategy Analytics & Applied AI

Role Description

As a Lead, Customer Strategy Analytics & Applied AI, you'll be a senior contributor who drives analytics and strategy end-to-end for the CS org. You'll work directly with the SVP of CS and the broader CS leadership team to identify the highest-impact opportunities, then build the analyses, tools, and AI-powered systems that turn them into results.

This role is 100% remote and can be based anywhere in the US or Canada.

• Own Customer Analytics: Improve the analytics, engagement and AI integration strategy for Customer Success and Customer Support.
• Strategize across the customer lifecycle: Work directly with the SVP of CS on our customer engagement model, org structure, and where CS should invest its hours.
• Direct the pod: Set the priorities and direction for CS analytics + applied AI work.
• Build AI-powered tools that drive incremental value: Ship things like churn risk scoring, CSM next-best-action systems, automated retention playbooks, and AI eval pipelines.
• Accelerate impact with AI: Establish how CS analytics and the broader BizOps team uses AI to multiply output across analytics and operating workflows.

Qualifications

• 5–7+ years in analytics, strategy, or ops — whether that's management consulting, startup analytics, BizOps, or a hybrid path that's hard to label.
• You've personally shipped data products, models, or AI-powered systems into production — not just delivered insights.
• Excellent numerical skills, with additional technical background or education strongly preferred.
• Claude (or equivalent agentic tooling) is a must; SQL/Python skills are a plus!
• Familiarity with how CS / Support orgs actually operate.
• Self-sufficient operator — can run an end-to-end workstream without scaffolding.
• Player-coach instinct: you take satisfaction in helping others do their best work.
• Comfortable with ambiguity; you don't need a playbook to figure out what to work on next.
• Experience with SaaS, marketplaces, or high-growth startups preferred.
• Restaurant industry experience is a plus!

Requirements

• Get more energy from building and shipping than from analyzing and presenting.
• Are excited about applied AI: building AI-powered products, and using AI to change how analytics and building gets done.
• Get energized by new frontiers — defining the next version of CS strategy, not optimizing existing playbooks.
• When solving problems, dive deep to understand root causes and become a subject matter expert.
• Aren't afraid to pick up new tools and skills, from Claude Code to custom machine learning pipelines.
• Want to build lasting systems and products, not one-off analyses.
• Thrive in ambiguity and don't need a playbook to figure out what to work on next.

Benefits

• The estimated base salary range for this role is $190,000 – $210,000, plus a generous pre-IPO equity package.
• Comprehensive health coverage.
• Remote-first workplace.
• Unlimited PTO - plus extra fun perks!

Company Description

Owner is the AI-native system local business owners use to succeed, starting with restaurants. We’re building the system that replaces the many tools owners use to run their business.

• Since 2020, we've generated tens of millions in revenue and processed over a billion dollars of online orders.
• 1 in 5 Americans have used an Owner.com website.
• We’ve helped over 20,000 restaurant owners, and saved them nearly $200 million in fees.
• Our team is now in the low hundreds, with top talent from successful companies in SMB software.
• Owner is a remote-first, global company headquartered in San Francisco.