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.