Design, build, and own end-to-end machine learning models and AI-powered solutions, from problem framing through production deployment and impact measurement, focused on driving customer retention and operational excellence
Develop and enhance AI-driven tools that deliver explainable, actionable insights to Customer Success and Renewals teams, enabling data-informed decisions that protect and grow revenue
Partner closely with Customer Success, Renewals, Product, and Engineering to translate complex business challenges into well-scoped data science initiatives aligned to high-impact retention opportunities
Evaluate, prototype, and implement emerging AI/ML approaches, including generative AI and agentic workflows, to improve team efficiency and stakeholder value in a rapidly evolving landscape
Mentor and support fellow Data Scientists by setting high standards for analytical rigor, code quality, and documentation while contributing to best practices and team growth

5+ years of experience in data science, machine learning, or a closely related quantitative field, with a proven ability to deliver production-grade solutions
Strong proficiency in Python and SQL, with hands-on experience building, deploying, validating, and monitoring machine learning models in production environments
Deep foundation in statistical modeling, machine learning techniques, and experimental design, with the ability to translate ambiguous business questions into actionable analytical frameworks
Effective written and verbal communication skills, with experience presenting insights to and influencing cross-functional technical and non-technical stakeholders
Curiosity and adaptability in working with emerging AI technologies (such as LLMs, prompt engineering, or RAG), and comfort operating in evolving, fast-moving environments, ideally within SaaS or subscription-based businesses

Comprehensive health benefits
Generous paid time off, including paid holidays, volunteer days, quarterly self-care days, and company-designated no-meeting days
Tuition reimbursement and access to instructor-led and on-demand learning and development programs
The Thrive Global Wellness Program, a confidential Employee Assistance Program (EAP), a wellness app and one-on-one wellness coaching
Employee-led communities and programs, including Employee Resource Groups (ERGs), GoTo Gives, and charitable matching

Senior Data Scientist, Customer Care

Key skills