Lead, Customer Strategy Analytics & Applied AI

In this role, you will own end-to-end Customer Strategy Analytics and Applied AI initiatives that shape retention, engagement, and customer lifecycle performance across Customer Success and Support.

• Design and deliver data products, predictive models, and AI-powered systems such as churn risk scoring, next-best-action frameworks, and automated retention playbooks.
• Lead strategic analytics efforts across the customer lifecycle, partnering directly with senior leadership to define CS investment priorities and operating models.
• Build scalable analytics infrastructure and workflows that enable teams to act on insights without manual analysis dependency.
• Guide and prioritize work within your analytics pod, shaping execution done by more junior team members and ensuring alignment with strategic goals.
• Develop AI-enabled systems that improve CS and Support efficiency, including engagement scoring, customer health monitoring, and automation pipelines.
• Partner cross-functionally with Product, Sales, RevOps, Enablement, and Analytics Engineering teams to ensure data quality, modeling integrity, and business alignment.
• Drive adoption of AI tools and methodologies across the broader Business Operations function to accelerate analytical output and decision-making.

Requirements:

This role requires a strong blend of analytical depth, technical fluency, and strategic thinking, along with the ability to operate in ambiguous, high-growth environments.

• 5–7+ years of experience in analytics, strategy, operations, consulting, or a hybrid technical-business role.
• Proven track record of shipping data products, machine learning models, or AI-powered systems into production environments.
• Strong quantitative and analytical skills, with familiarity in SQL and/or Python considered a plus.
• Hands-on experience or strong familiarity with applied AI tools and agentic systems (e.g., modern LLM-based tooling).
• Ability to quickly understand Customer Success or Support ecosystems and translate insights into operational impact.
• Self-directed operator capable of owning end-to-end workstreams without heavy scaffolding.
• Strong product mindset with a bias toward building scalable systems over one-off analyses.
• Comfort working in ambiguity, defining priorities, and solving novel problems without predefined playbooks.
• Experience in SaaS, marketplaces, or high-growth tech environments is preferred.
• Restaurant or local business ecosystem exposure is a plus but not required.

Benefits:

• Competitive base salary range of $190,000 – $210,000 (CAD or equivalent, depending on location and structure).
• Generous pre-IPO equity package with strong long-term upside potential.
• Comprehensive health, dental, and wellness coverage.
• Remote-first work environment with flexibility to work from anywhere in Canada.
• Unlimited PTO policy, encouraging rest and work-life balance.
• Additional employee perks designed to support growth, autonomy, and engagement in a high-performance culture.