Customer Intelligence & AI Lead
About this role
Bottomline is building centralized customer intelligence and artificial intelligence capabilities to transform business payments and cash management operations globally. This leadership role acts as the intelligence engine of the Revenue Management organization, developing a unified Customer 360 platform and predictive models that drive revenue growth, improve customer retention, and accelerate business performance. The person in this position will design scalable analytical frameworks, evaluate enterprise AI solutions, and partner closely with cross-functional leaders across sales, product, finance, and customer success.
Ideal candidates combine deep technical expertise in data science, machine learning, and customer analytics with the strategic vision required to influence decision-making at the executive level. The role suits a data leader who excels at translating complex commercial and operational datasets into actionable insights, automated workflows, and measurable business value.
What you will do
- Design, build, and maintain a centralized Customer Intelligence Platform that integrates diverse datasets from product usage, customer support, CRM, and billing systems.
- Develop advanced predictive models and recommendation engines to identify upsell, cross-send, and expansion opportunities alongside customer retention risks.
- Partner with revenue strategy, growth programs, and renewal operations to translate data insights into executable initiatives and automated workflows.
- Lead the evaluation, implementation, and governance of artificial intelligence solutions across revenue management and customer-facing functions.
- Create executive dashboards, scorecards, and intelligence reporting to present strategic findings and recommendations to senior leadership.
- Establish data governance, quality standards, and customer health measurement methodologies to support organizational growth objectives.
What you need
- Hold a Bachelor's degree in Data Science, Analytics, Statistics, Mathematics, Economics, Computer Science, Engineering, Business, or a related field.
- Bring 8 or more years of professional experience in Data Science, Customer Analytics, Business Intelligence, Revenue Analytics, Machine Learning, or AI disciplines.
- Demonstrated experience building predictive models and advanced analytical solutions using large-scale customer and commercial datasets.
- Strong technical proficiency with SQL, Python, and modern analytics platforms.
- Proven ability to translate complex data into strategic business recommendations with strong communication and executive presentation skills.
- Demonstrated experience influencing cross-functional business leaders and working collaboratively across organizational boundaries.
Nice to have
- Master's degree in Data Science, Analytics, Statistics, Business Analytics, Computer Science, or related field
- Experience in SaaS, technology, or subscription-based business models
Skills and tech stack
Questions candidates ask
What is the primary mission of this role?
The mission is to build the organization's customer intelligence and AI capabilities by transforming customer data into predictive insights that uncover revenue opportunities, improve customer retention, enable intelligent automation, and accelerate sustainable business growth.
What teams will this position partner with?
The role partners closely with Revenue Strategy & Analytics, Revenue Growth Programs, Renewal Operations & Commercial Optimization, Customer Success, Customer Support, Product, Sales, and Finance to identify opportunities and enable execution.
What data sources feed into the Customer Intelligence Platform?
The platform integrates product usage data, customer success data, customer support interactions, CRM activity, contract and renewal data, financial and billing information, and customer sentiment and engagement metrics.