Why This Job is Featured on The SaaS Jobs
### Why this Role is Featured on The SaaS Jobs
This role sits at a critical intersection in modern SaaS: turning product telemetry and commercial signals into an intelligence layer that guides go to market and technical success decisions. The scope described goes beyond reporting and into building decision systems that connect adoption, lifecycle stage, support signals, and field activity. In a B2B environment where usage data is the product’s feedback loop, this kind of applied data science function is becoming a core part of how SaaS companies operationalise customer outcomes.
From a SaaS career standpoint, the work maps directly to durable problems that recur across subscription businesses: defining health, measuring interventions, and translating messy, multi source data into actions that teams actually take. Experience productising insights into workflows, and evaluating whether playbooks change retention or expansion trajectories, is highly transferable across customer success analytics, revenue intelligence, and growth data science tracks.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
About the Team
The GTM Data Science team partners with Go-to-Market, Technical Success, Product, Engineering, RevOps, and Strategic Finance to build the shared intelligence layer for OpenAI's B2B business. The team turns product usage, customer behavior, revenue, field activity, and customer feedback into rigorous insight products that help leaders and field teams understand where customers are succeeding, where adoption is blocked, and what actions will accelerate durable growth.
We are building systems that make customer intelligence proactive: surfacing risk, expansion potential, product gaps, and repeatable playbooks before they show up as escalations or missed opportunities.
About the Role
As the Applied Data Science & Insights Lead for GTM Intelligence Solutions and Technical Success, you will be a hands-on technical leader responsible for shaping how OpenAI measures, understands, and improves customer adoption across our B2B products. You will build AI/ML-powered intelligence products that connect account health, product usage, customer lifecycle, support tier, qualitative sentiment, commercial context, and field actions into a practical operating system for GTM and Technical Success.
This role will build the data science foundation for Technical Success: defining the metrics, models, operating insights, and decision systems that help the team scale customer adoption and expansion with rigor.
You will also be expected to build and lead a small mighty team over time: setting direction, hiring and developing talent, creating operating cadences, and holding a high bar for technical rigor and business impact.
You will lead the development of models, metrics, and decision systems that recommend what GTM and Technical Success teams should do next, explain why, and measure whether those interventions worked. Your work will help customers move from pilots to production, deepen usage across products, identify high-value use cases, reduce churn risk, and create a faster feedback loop from the field back to Product and Research.
This role is based in San Francisco, CA. We use a hybrid work model of three days in the office per week and offer relocation assistance to new employees.
The Vision
Build a unified GTM intelligence layer that connects product telemetry, customer health, revenue, support tier, lifecycle stage, field activity, and qualitative feedback.
Turn adoption breadth, usage depth, sentiment, and customer maturity signals into next-best-action systems for Technical Success and field teams.
Create a measurement foundation for Technical Success playbooks, including whether recommended actions were taken and whether they improved customer outcomes.
Help OpenAI understand customer happy paths: the use cases, product behaviors, and interventions that lead to durable adoption, expansion, and retention.
Productize insights into workflows used by Technical Success, Sales, RevOps, Finance, Product, and executive leadership.
In This Role, You Will:
Define and lead the roadmap for GTM Intelligence and Technical Success insight products in partnership with cross-functional leaders.
Build the data science foundation for Technical Success, including core metrics, customer health definitions, intervention measurement, and reusable playbook analytics.
Develop propensity score models for model and product feature adoption, helping Technical Success and GTM identify which customers are most likely to adopt, which interventions can move adoption, and where support should focus.
Build, mentor, and lead a small team of data scientists and cross-functional analytics partners as the GTM Intelligence function scales.
Set technical standards for modeling, metrics, experimentation, documentation, and production readiness across the team's work.
Create team operating rhythms that balance urgent field needs with durable roadmap execution, quality review, and stakeholder alignment.
Build predictive and causal models for customer health, expansion propensity, churn risk, adoption depth, use-case fit, and intervention effectiveness.
Design next-best-action systems that identify account opportunities and risks, recommend playbooks, and explain the evidence behind each recommendation.
Partner with Technical Success leaders to enumerate playbooks and actions, instrument action tracking, and measure outcomes over time.
Develop customer segmentation and benchmarking frameworks across products, industries, personas, support tiers, and lifecycle stages.
Create scalable insight products that are embedded into field workflows rather than living only as one-off analyses or static dashboards.
Translate field feedback and account-level patterns into clear product and GTM recommendations for senior leadership.
Collaborate with Data Engineering and RevOps to improve the data foundations connecting product telemetry, Salesforce, support signals, revenue, and qualitative feedback.
Maintain a high bar for analytical rigor, including causal evaluation, validation, data quality, and clear caveats.
You Might Thrive in This Role If You Have:
10+ years of experience in applied data science, analytics, machine learning, quantitative strategy, or a closely related field.
Deep technical skill in SQL and Python, with the ability to move from raw tables to production-quality models, metrics, and decision systems.
Strong applied experience with statistical modeling, causal inference, machine learning, customer segmentation, churn or health modeling, or recommendation systems.
Experience with propensity score modeling, uplift modeling, or related causal methods for adoption, activation, retention, or product feature usage.
Experience building production or workflow-embedded data products for GTM, sales, customer success, technical success, growth, or enterprise SaaS teams.
Product intuition and business judgment for turning ambiguous questions into repeatable models, tools, metrics, and operating cadences.
Excellent communication skills, including the ability to distill complex analysis into clear recommendations for technical partners, field teams, and executives.
Comfort partnering across technical and non-technical teams, including Product, Engineering, Technical Success, Sales, RevOps, Finance, and Data Engineering.
A track record of operating autonomously in fast-moving environments and raising the quality of how teams use data to make decisions.
Experience leading teams or serving as a technical lead for multi-person data science initiatives, including mentoring, roadmap-setting, and quality review.
Ability to hire, develop, and retain strong data science talent while creating a collaborative, high-accountability team culture.
An advanced degree in a quantitative field, or equivalent practical experience.
About OpenAI
OpenAI is an AI research and deployment company dedicated to ensuring that general-purpose artificial intelligence benefits all of humanity. We push the boundaries of the capabilities of AI systems and seek to safely deploy them to the world through our products. AI is an extremely powerful tool that must be created with safety and human needs at its core, and to achieve our mission, we must encompass and value the many different perspectives, voices, and experiences that form the full spectrum of humanity.
We are an equal opportunity employer, and we do not discriminate on the basis of race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability, genetic information, or other applicable legally protected characteristic.
For additional information, please see OpenAI’s Affirmative Action and Equal Employment Opportunity Policy Statement.
Background checks for applicants will be administered in accordance with applicable law, and qualified applicants with arrest or conviction records will be considered for employment consistent with those laws, including the San Francisco Fair Chance Ordinance, the Los Angeles County Fair Chance Ordinance for Employers, and the California Fair Chance Act, for US-based candidates. For unincorporated Los Angeles County workers: we reasonably believe that criminal history may have a direct, adverse and negative relationship with the following job duties, potentially resulting in the withdrawal of a conditional offer of employment: protect computer hardware entrusted to you from theft, loss or damage; return all computer hardware in your possession (including the data contained therein) upon termination of employment or end of assignment; and maintain the confidentiality of proprietary, confidential, and non-public information. In addition, job duties require access to secure and protected information technology systems and related data security obligations.
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