Description

Customer.io is seeking a visionary and strategic Head of Data & Analytics to lead and elevate our Business Intelligence function as we scale. This critical leadership role will be instrumental in driving our data strategy, building a high-performing team, and shaping the future of data-driven decision-making at Customer.io. As a trusted partner to executives across Product, Engineering, Marketing, Sales, and Customer Success, you will champion our transition to an AI-first organization and transform data into a significant strategic advantage.

What You’ll Do

Strategic Leadership:

• Champion the organization-wide adoption of AI/ML-powered analytics to deliver predictive and real-time business insights.
• Define, develop, and execute a modern data and analytics strategy that is tightly aligned with key company priorities and growth objectives.
• Establish and enforce a robust data governance framework for defining, tracking, and measuring key performance indicators (KPIs) and overall business performance.
• Drive strategic planning processes by leveraging comprehensive data analysis to identify potential risks, uncover significant opportunities, and pinpoint key areas for growth and optimization.

Team & Culture Building:

• Lead, mentor, and inspire a high-performing and scalable Data team, fostering a culture of excellence and continuous learning.
• Strategically shape the future of the team, ensuring the right organizational structure, necessary skill sets, and ample growth and development opportunities for team members.
• Cultivate an "AI-first" culture characterized by intellectual curiosity, decisive action, strong collaboration, and a commitment to continuous improvement in all data-related practices.

Cross-Functional Partnership:

• Serve as a proactive and strategic business partner to executive leaders and key stakeholders across all departments.
• Collaborate closely and effectively with Finance, EPD (Engineering, Product, Design), Go-to-Market (GTM), and Customer Success teams to deeply embed analytics insights into critical decision-making processes.
• Translate complex data analyses and findings into clear, compelling, and actionable data stories that drive cross-functional alignment and facilitate effective action.

Operational Excellence & Innovation:

• Own and strategically evolve our modern analytics technology stack (including but not limited to: Snowflake, dbt, Sigma or Looker/Tableau), with a strong focus on seamlessly integrating AI-enabled capabilities and strategically expanding into best-in-class tools that robustly support machine learning and advanced predictive analytics.
• Establish and maintain the highest standards in data governance, ensuring exceptional data quality, robust data security, and seamless data accessibility across the organization.
• Lead experimentation initiatives, drive rigorous hypothesis testing, and ensure the timely delivery of actionable insights to directly support product development and marketing innovation efforts.

Who You Are

• Possess 15+ years of progressive experience in data analytics, business intelligence, or data strategy, with a significant portion of that experience ideally within high-growth B2B SaaS organizations.
• Have 8+ years of proven experience in strategically and tactically leading and scaling data analytics teams.
• Demonstrate strong business acumen, with a proven ability to translate complex data frameworks and insights into clear and impactful business actions.
• Are fluent in the application of AI/ML tools and techniques to drive measurable and significant business outcomes.
• Possess a strong and comprehensive understanding of modern data architecture principles and technologies, including AI/ML tools, ELT (Extract, Load, Transform) pipelines, data modeling (dbt), and cloud-based data warehouses (e.g., Snowflake).
• Are a highly effective leader who thrives in dynamic and ambiguous environments, excels at fostering strong cross-functional collaboration, and derives energy from making a tangible impact on the business.
• Are able to communicate complex technical concepts with clarity and possess strong influencing skills, adapting your communication style effectively from executive-level strategy discussions to hands-on problem-solving sessions.

Note: If you feel strongly that you have what it takes for this role but don’t check 100% of the boxes—that’s okay—we encourage you to apply anyway and highlight what you can bring to the table.