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 ATT 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 s ... (truncated, view full listing at source)