Customer Intelligence Representative

Role overview

Research and account intelligence

• Research existing customer accounts and map stakeholders, decision-makers, and influencers.
• Identify organizational ownership, personnel changes, reporting lines, and changes in senior leadership.
• Research customer spend, product usage, purchasing behavior, and potential whitespace opportunities.
• Monitor funding rounds, acquisitions, new offices, expansion, hiring, leadership changes, and other relevant business signals.
• Build and maintain customer intelligence cards and account profiles.

Insights and customer growth

• Turn research into clear insights and recommendations rather than simply collecting information.
• Share intelligence before customer meetings, QBRs, renewals, and expansion conversations.
• Identify potential cross-sell, upsell, and expansion opportunities and surface them to relevant Customer Success Managers.
• Help Customer Success Managers understand organizations beyond their existing contacts.
• Work with Customer Success, Sales, Marketing, and Data to improve how the company understands its customers.

Experience and tools

• Around one year of experience involving research, data, customers, sales, business development, operations, or analysis.
• Experience using LinkedIn, CRM systems such as HubSpot, company websites, or online research tools.
• Comfort with Excel or Google Sheets and structured data.
• Comfort using AI and technology to research, organize, and analyze information.

Skills and competencies

• Strong written and verbal communication, attention to detail, and ability to summarize findings clearly.
• Ability to research multiple sources and assess reliability and relevance.
• Interest in business, companies, people, and how organizations work; commercially curious and proactive.
• Data literate and able to spot patterns, gaps, and opportunities in customer information.
• Able to turn research into clear insights that support retention, expansion, and customer value.