Customer Intelligence Strategy Analyst

Role Description

The Customer Intelligence Strategy Analyst is responsible for leading the evolution of customer intelligence capabilities through AI‑driven insights and integrated customer data. This role builds a unified, predictive, and holistic view of the customer across the post‑sale lifecycle and drives revenue retention by converting complex customer signals into clear, actionable guidance for customer success, sales, executive sponsors, and operational teams. This role owns the vision, governance, and evolution of customer intelligence, including:

• Data ingestion
• Customer health modeling
• Churn prediction
• Behavioral analytics
• KPI tracking
• AI‑enabled insight generation

Qualifications

• Bachelor’s degree required with 5+ years in customer analysis, customer intelligence analytics, customer success operations, or related field.
• Strong analytical and synthesis skills, especially with qualitative customer data.
• Understanding of customer success, retention levers, and post‑sale lifecycle management.
• Strong customer success and retention mindset with a data-driven approach.
• Advanced Salesforce expertise in reporting, dashboards, and data governance.
• Strong project and stakeholder management skills; able to lead without direct authority.
• Experience partnering with senior stakeholders and influencing outcomes across functions.
• Exceptional communication and executive‑level presentation skills.
• Experience managing vendors and cross-functional technology resources.
• Strategic thinker with an operational mindset. Ability to translate insights into improvements.
• Proven experience implementing or leveraging AI, predictive analytics, or automation within sales or customer success ecosystems.
• Proficiency with generative AI tools (ChatGPT, Claude) and strong understanding of AI governance, risks, and opportunities.
• Demonstrated experience owning retention metrics and customer feedback programs.

Requirements

• Lead the development of predictive retention and churn‑risk models, leveraging behavioral, engagement, product‑usage, and sentiment analytics.
• Execute the roadmap for AI‑enabled customer intelligence, including generative AI, machine learning, and automated insight generation.
• Own customer‑intelligence data within Salesforce and related systems, ensuring governance, accuracy, scalability, and integration into AI models.
• Partner with Enterprise Business Technology to unify customer data across Salesforce, CX platforms, and feedback tools into a single holistic customer view, while leading shared technical resources.
• Establish and enhance analytics frameworks for customer health scoring, introducing AI‑supported workflows that surface risks, expansion signals, and recommended actions.
• Own revenue‑retention analytics, including predictive churn indicators and risk modeling.
• Develop standardized analytics connecting customer behavior, product usage, adoption maturity, renewal performance, and operational indicators across market segments.
• Synthesize customer intelligence into clear narratives, providing recommendations with measurable business impact.
• Partner with Client Services leadership to optimize Salesforce workflows, improving visibility into customer engagement and predictive indicators.
• Lead strategy, evaluation, and implementation of Voice of the Customer tools, including surveys, interviews, sentiment analysis, and unstructured‑data processing.
• Serve as a trusted partner to Customer Success, Sales, and Product, delivering insights that shape renewal planning, customer journeys, and value messaging.
• Drive accountability for data‑driven decision‑making, influencing actions through insights, storytelling, and a deep understanding of the customer lifecycle.

Benefits

• Medical, Dental, Vision
• Health Savings Accounts / Flexible Spending Accounts
• Life and AD&D Insurance
• 401(k)
• Tuition Reimbursement
• An array of resources that encourage a lifetime of healthier living

The expected base pay for this position ranges from $80,000 - $115,000 annually, and will be based on a number of additional factors including skills, experience, and education.

The Company is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with disability.

Don’t meet every single requirement? Studies have shown that women and underrepresented minorities are less likely to apply to jobs unless they meet every single qualification. We are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.