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AI Customer Lifecycle Stage Classifier

Isabella Bianchi

Full-time · Job · New_York

About the role

Every customer success team has a lifecycle model on paper. Few have one that actually drives automated action. The gap between 'we know customers go through onboarding, adoption, expansion, and renewal stages' and 'our CRM automatically reflects which stage each customer is in based on actual behavioral evidence' is where $3M of annual CS labor currently lives. You'll build the behavioral classifier that maps each of our 4,200 enterprise accounts to a lifecycle stage in real time, using product usage telemetry, support interaction patterns, executive engagement signals, and billing history. The model output feeds Salesforce automation: when an account moves from 'adoption' to 'expansion-ready,' the assigned CSM gets a task, a playbook, and a recommended next action — without any manual data entry. This is a senior IC role with direct business impact. You'll own the full stack: feature engineering, model training, Salesforce integration, and the monitoring that catches when an account's predicted stage diverges from what the CSM actually observes. You'll present quarterly accuracy reports to the VP of Customer Success.

Responsibilities

  • Build a behavioral lifecycle stage classifier for 4,200 enterprise accounts
  • Engineer features from product telemetry, support patterns, and executive engagement signals
  • Integrate classifier output into Salesforce automation workflows
  • Design monitoring to detect stage prediction drift and CSM override patterns
  • Create explainability outputs that CSMs can use to understand stage assignments
  • Present model accuracy and business impact quarterly to CS leadership

Requirements

  • 6+ years in data science or ML with B2B SaaS customer analytics experience
  • Experience with lifecycle or churn modeling in enterprise software contexts
  • Strong Python and SQL skills with Salesforce integration familiarity
  • Ability to translate model outputs into actionable CS workflows
  • Track record shipping ML systems with measurable business outcomes

Benefits

  • Fully remote with core hours 9am-3pm ET
  • Comprehensive health benefits
  • Equity participation
  • $4,000 professional development budget
  • Performance bonus tied to CS efficiency metrics

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Categories

AI Business, Marketing & Strategy data science & analytics

Skills

python pytorch sql pandas statistics

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Job Type

Full-time

Level

Senior

Language

English

Salary Range

$130k – $160k / year

AI Expertise

AI Business, Marketing & Strategy data science & analytics

Skills

python pytorch sql pandas statistics fastapi

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