[Remote] Lead, Customer Strategy Analytics & Applied AI
Note: The job is a remote job and is open to candidates in USA. Owner.com is an AI-native system designed to help local business owners, starting with restaurants, succeed in the digital age. They are seeking a Lead, Customer Strategy Analytics & Applied AI who will drive analytics and strategy for the Customer Success organization, focusing on building AI-powered tools and improving customer engagement strategies.
Responsibilities
- Own Customer Analytics: Improve the analytics, engagement and AI integration strategy for Customer Success and Customer Support. This isn't just an insights role - you'll design and ship data products and automated AI workflows that enable teams to act on data without waiting for analysis
- 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 — bringing rigor and a point of view to the biggest strategic questions
- Direct the pod: Set the priorities and direction for CS analytics + applied AI work. Guide the work happening in your pod, partnering with Associates to shape analyses, recommendations and builds
- 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 that change how CSMs and Support operate
- Accelerate impact with AI: Establish how CS analytics and the broader BizOps team uses AI to multiply output across analytics and operating workflows
Skills
- 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. Deep functional pedigree not required, but you should come up to speed quickly
- 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. Formal management experience welcome but not required
- 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
- Restaurant industry experience is a plus!
Benefits
- A generous pre-IPO equity package
- Comprehensive health coverage
- Remote-first workplace
- Unlimited PTO - plus extra fun perks
Company Overview
Company H1B Sponsorship