Customer Intelligence & AI Lead

The Role:

The Director, Customer Intelligence & AI is responsible for building and leading the company's customer intelligence and artificial intelligence capabilities, creating a strategic advantage through data-driven insights, predictive analytics, and intelligent automation.

This role serves as the intelligence engine of the Revenue Management organization by transforming customer, product, commercial, operational, support, and financial data into actionable insights that drive revenue growth, improve customer retention, and accelerate business performance.

Key Responsibilities:

• Design, build, and maintain a centralized Customer Intelligence Platform.
• Develop a comprehensive Customer 360 environment integrating:
  • Product usage data
  • Customer Success data
  • CRM activity
  • Contract and renewal data
  • Customer sentiment and engagement metrics
• Establish governance, quality standards, and ownership for customer intelligence data.
• Create scalable and reusable customer intelligence frameworks supporting the organization's growth objectives.

Revenue Opportunity Identification:

• Develop advanced analytical models that identify revenue growth opportunities across the customer lifecycle.
• Create predictive models that surface:
  • Expansion opportunities
  • Upsell opportunities
  • Pricing optimization opportunities
  • Customer retention risks
• Build recommendation engines that prioritize the highest-value customer actions.
• Quantify revenue potential and expected business impact for identified opportunities.

Artificial Intelligence Strategy & Enablement:

• Lead evaluation and implementation of AI solutions across Revenue Management and customer-facing functions.
• Identify opportunities to leverage AI to improve customer outcomes, productivity, and decision-making.
• Develop AI-enabled workflows that automate repetitive analysis and operational activities.
• Evaluate emerging AI technologies and their potential business applications.

Executive Reporting & Business Insights:

• Develop executive dashboards, scorecards, and intelligence reporting.
• Present strategic findings and recommendations to senior leadership.
• Translate complex analytical findings into clear, business-focused recommendations.

Success Metrics:

Customer Intelligence

• Customer Intelligence Platform Adoption
• Customer Data Coverage
• Customer Health Score Accuracy
• Executive Dashboard Utilization

Revenue Impact

• Revenue Opportunities Identified
• Estimated Revenue Pipeline Generated
• Expansion Opportunity Conversion
• Revenue Leakage Reduction

Predictive Analytics

• Churn Prediction Accuracy
• Customer Health Prediction Accuracy
• Revenue Opportunity Identification Accuracy

AI & Automation

• AI Solution Adoption
• Productivity Improvements
• Automated Decision Support Utilization
• Time Savings Generated Through Automation

Business Impact

• Growth Program ROI
• Customer Retention Improvement
• Business Value Created Through Customer Intelligence

Qualifications and Skills Required:

• Bachelor's degree in Data Science, Analytics, Statistics, Mathematics, Economics, Computer Science, Engineering, Business, or related field.
• 8+ years of experience in Data Science, Customer Analytics, Business Intelligence, Revenue Analytics, Machine Learning, AI, or related disciplines.
• Strong proficiency with SQL, Python, and modern analytics platforms.
• Experience building predictive models and advanced analytical solutions.
• Proven ability to translate data into strategic business recommendations.
• Experience influencing cross-functional business leaders.

Preferred Qualifications and Skills:

• Master's degree in Data Science, Analytics, Statistics, Business Analytics, Computer Science, or related field.
• Experience in SaaS, technology, subscription, fintech, or recurring revenue businesses.
• Experience building Customer 360, Customer Intelligence, or Customer Health platforms.
• Familiarity with CRM, Customer Success, Support, Product Usage, and Revenue Operations systems.
• Experience with Generative AI, Agentic AI, Machine Learning, and predictive analytics solutions.

Core Competencies:

• Customer Intelligence
• Artificial Intelligence Strategy
• Data Science & Machine Learning
• Predictive Analytics
• Revenue Growth Analytics
• Customer Segmentation
• Business Intelligence
• Executive Storytelling
• Strategic Thinking
• Innovation & Continuous Improvement
• Cross-Functional Leadership