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Owner is an AI-native platform helping local business owners (starting with restaurants) succeed by replacing fragmented tools with an integrated system covering websites, online ordering, CRM, POS, and more. The company has generated tens of millions in revenue since 2020, processed over a billion dollars in orders, and helped 20,000+ restaurant owners save nearly $200 million in fees.
You'll lead the Customer Strategy Analytics & Applied AI function within Business Operations, reporting to the Director of Business Operations. This is a senior individual contributor role that drives analytics and strategy end-to-end for the Customer Success organization at an inflection point: new product lines, AI-led engagement, expansion into new verticals, and a growing customer base requiring scaled solutions beyond manual CSM coverage.
Key responsibilities include owning customer analytics and designing data products and automated AI workflows that enable CS and Support teams to act without waiting for analysis; strategizing across the customer lifecycle with the SVP of CS on engagement models, org structure, and investment priorities; setting priorities and direction for the CS analytics pod while guiding Associates on analyses and builds; shipping AI-powered tools like churn risk scoring, CSM next-best-action systems, and automated retention playbooks; and establishing how the BizOps team uses AI to multiply output across analytics and operating workflows.
You'll collaborate cross-functionally with Product, Sales, Launch, Enablement, RevOps, and most closely with Customer Success leadership. The role requires comfort with ambiguity, deep problem-solving, hands-on building and shipping (not just presenting), and applied AI expertise. You should be excited about merging business and technical/analytical thinking, picking up new tools (Claude Code, ML pipelines), and defining next-generation CS strategy rather than optimizing existing playbooks.
Owner is a remote-first, global company headquartered in San Francisco with a sales hub in Toronto. The team is in the low hundreds with talent from Shopify, HubSpot, DoorDash, ServiceTitan, Rappi, Faire, and Stripe.
