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.

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

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