Data Scientist, Customer Analytics

Cresta is on a mission to turn every customer conversation into a competitive advantage by unlocking the true potential of the contact center. Our platform combines the best of AI and human intelligence to help contact centers discover customer insights and behavioral best practices, automate conversations and inefficient processes, and empower every team member to work smarter and faster. Born from the prestigious Stanford AI lab, Cresta's co-founder and chairman is Sebastian Thrun, the genius behind Google X, Waymo, Udacity, and more. Our leadership also includes CEO, Ping Wu, the co-founder of Google Contact Center AI and Vertex AI platform, & co-founder, Tim Shi, an early member of Open AI.

We’ve assembled a world-class team of AI and ML experts, go-to-market leaders, and top-tier investors including Andreessen Horowitz, Greylock Partners, Sequoia, and former AT&T CEO John Donovan. Our valued customers include brands like Intuit, Cox Communications, Hilton, and Carmax and we’ve been recognized by Forbes and Bain Consulting as one of the top private AI companies in the world.

Join us on this thrilling journey to revolutionize the workforce with AI. The future of work is here, and it's at Cresta.

Role Overview:

Cresta is expanding its Customer Success organization with a dedicated analytics function focused on customer value realization. As a Data Scientist, Customer Analytics, you’ll be the technical engine behind measuring and storytelling customer impact—designing experiments, analyzing conversational and operational data, and building dashboards that quantify Cresta’s value.

You’ll sit within the Customer Success organization and partner closely with Business Value, Customer Success Managers, Sales, Product, and Engineering. Your work will power ROI discussions, QBRs, pilots, and renewal conversations.

This role is ideal for someone early in their data science career who enjoys hands-on analytics, problem-solving, and turning ambiguous business questions into clear, actionable insights.

Key Responsibilities:

Customer Analytics & Insight Generation

• Conduct exploratory data analysis (EDA) across conversational, operational, and performance datasets
• Translate ambiguous business questions into structured analytical problems
• Analyze how workflow, behavior, and product usage changes translate into business value
• Partner with Business Value consultants on customer-facing insights

Experimentation & Pilot Measurement

• Design and analyze A/B tests and quasi-experiments to measure Cresta’s impact
• Establish baselines, metrics, and measurement plans for pilots
• Ensure results are statistically rigorous and easy for non-technical stakeholders to understand
• Build reusable templates and frameworks for consistent experimentation

Dashboards, Reporting & Automation

• Build and maintain dashboards for Customer Success, Business Value, and Sales
• Develop Python and SQL tools to improve repeatability, accuracy, and scalability
• Create standardized reporting packages for pilots, QBRs, and renewals

Modeling & Advanced Analytics

• Develop custom statistical or ML models (e.g., segmentation, predictive scoring, lightweight NLP)
• Maintain reusable modeling pipelines for value insights and roadmap analysis
• Partner with Engineering when guidance or productionization support is needed

Cross-Functional Collaboration

• Translate analyses into clear business and financial narratives
• Support CSMs with data and insights for strategic QBRs
• Partner with Product and Engineering on metrics, data availability, and analytics enhancements

Required Qualifications:

• 1–3 years of experience in a data-focused role or relevant academic experience
• Strong proficiency in SQL and experience working with large datasets
• Proficiency in Python (Pandas, NumPy, scikit-learn)
• Solid understanding of statistics, hypothesis testing, and experimental design
• Experience building dashboards in tools such as Hex, Looker, Tableau, or similar
• Strong communication skills with non-technical stakeholders
• Comfort working in a fast-paced, cross-functional environment

Preferred Qualifications:

• Experience with conversational data (call transcripts, chats) or text analytics
• Familiarity with causal inference, uplift modeling, or A/B testing frameworks
• Exposure to customer-facing analytics or support roles
• Experience with cloud data stacks (Snowflake, Redshift, etc.)
• Basic NLP or classification experience related to agent behavior or customer intent

Success Criteria:

Within 6–9 months, a successful hire will have:

• Built dashboards and reporting foundations used across Customer Success
• Implemented standardized pilot measurement and experimentation approaches
• Supported strategic customer analyses that improved renewals or expansion confidence
• Created scripts and automations that significantly reduce manual analysis
• Earned trust as the go-to analytics partner for Customer Success

Compensation At Cresta:

Cresta’s approach to compensation is simple: recognize impact, reward excellence, and invest in our people. We offer competitive, location-based pay that reflects the market and what each individual brings to the table.

Compensation for this position includes a Base salary + Bonus + Equity

Actual base salaries will be based on candidate-specific factors, including experience, skillset, and location, and local minimum pay requirements as applicable. Your recruiter can provide further details. In addition, total compensation includes a comprehensive benefits package for you and your family.

We have noticed a rise in recruiting impersonations across the industry, where scammers attempt to access candidates' personal and financial information through fake interviews and offers. All Cresta recruiting email communications will always come from the @cresta.ai domain. Any outreach claiming to be from Cresta via other sources should be ignored. If you are uncertain whether you have been contacted by an official Cresta employee, reach out to [email protected]