Lead, Customer Strategy Analytics & Applied AI

Owner.com

5d•$190,000 - $210,000•Remote

About The Position

Owner is building an AI-native system for local business owners, starting with restaurants, to help them succeed. The system aims to replace multiple tools by powering everything from a business's website and online ordering to its CRM and POS. Unlike most small business software that requires owners to do the work for growth, Owner's system works agentically to drive demand, convert it, and assist with daily operations. The vision is to scale this solution beyond restaurants to all local businesses struggling against large technology corporations. The company has demonstrated significant traction since 2020, generating tens of millions in revenue, processing over a billion dollars in online orders, and serving over 20,000 restaurant owners. The team comprises talent from leading companies in SMB software, and the company is scaling rapidly. Owner operates as a remote-first global company headquartered in San Francisco, with a sales hub in Toronto, though some roles prioritize in-person collaboration.

Requirements

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

Nice To Haves

Have felt torn about whether to pursue a business vs. technical/analytical career path (at Owner we believe these must merge).
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. You don't stop at surface-level insights.
Aren't afraid to pick up new tools and skills, from Claude Code to custom machine learning pipelines, whatever the problem requires.
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.
Experience with SaaS, marketplaces, or high-growth startups preferred
Restaurant industry experience is a plus!

Responsibilities

Own Customer Analytics: Improve the analytics, engagement and AI integration strategy for Customer Success and Customer Support. 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.