Customer Intelligence Representative

Role Overview

See the opportunity before anyone else does.

What if you could look at one of our customers and uncover opportunities that nobody else had spotted yet?

A new decision-maker. A team that's suddenly growing. A company expanding into a new market. A product they haven't discovered yet. A leadership change that could completely change the relationship.

That's what you'll do.

We're looking for a Customer Intelligence Representative to become the eyes and ears of our Customer Success team - someone who loves digging deeper, connecting the dots and turning information into opportunity.

You'll research our customers, map their organisations, track what's changing, understand where they're spending and uncover the people, teams and opportunities our CSMs should know about.

But this isn't about collecting data for the sake of it. It's about finding the signal in the noise.

What You’ll Do

• You'll take hundreds of pieces of information and turn them into a simple answer for our CSMs:

"Here's what's happening with this customer, here's what you might have missed, and here's where I think the opportunity is."

• Work closely with Customer Success to make sure they walk into every customer conversation better informed, better prepared and one step ahead.
• Research existing customer accounts and uncover information that can help us better understand and grow those relationships.
• Map key stakeholders, decision-makers and influencers across customer organisations.
• Identify who owns what, who has joined or left the business, reporting lines and changes in senior leadership.
• Research customer spend, product usage, purchasing behaviour and potential whitespace opportunities.
• Identify where customers are spending today and where there may be opportunities for us to leverage.
• Work closely with Customer Success, Sales, Marketing and Data to continuously improve how we understand our customers.
• Monitor customer businesses for meaningful signals - funding rounds, acquisitions, new offices, expansion, hiring, leadership changes and other relevant developments.
• Build and maintain customer intelligence cards / account profiles that give CSMs a powerful snapshot of each account.
• Turn research into clear insights and recommendations rather than simply collecting data.
• Give CSMs relevant intelligence before customer meetings, QBRs, renewals and expansion conversations.
• Identify potential cross-sell, upsell and expansion opportunities and surface them to the relevant CSM.
• Help CSMs understand the wider organisation beyond their existing contacts.

Qualifications and Experience

• Around 1 year of experience in a role involving research, data, customers, sales, business development, operations or analysis.
• Experience using LinkedIn, CRM systems such as Hubspot, company websites or online research tools to find and understand information.
• Comfortable working with Excel / Google Sheets and handling structured data.
• Strong written and verbal communication skills, with the ability to summarise findings clearly.
• Good attention to detail: you enjoy spotting things that others might overlook.
• Comfortable researching information from multiple sources and figuring out what is reliable and relevant.
• A genuine interest in business, companies, people and how organisations work.
• Commercial curiosity - you're naturally interested in asking "why?", "what else?" and "what could this mean?"
• Comfortable using AI and technology to research, organise and analyse information.

Essential Competencies

• Naturally curious - you genuinely enjoy finding things out.
• A commercial detective - you can spot patterns, gaps and opportunities hidden in the data.
• An exceptional researcher - you know how to find and validate information from multiple sources.
• Commercially minded - you understand that intelligence should ultimately help drive retention, expansion and customer value.
• Highly observant - you notice the small changes that can lead to big opportunities.
• Data literate - you're comfortable working with CRM data, spreadsheets and customer metrics.
• Proactive - you don't wait for someone to tell you what to look for.
• A strong communicator - you can turn a mountain of research into a clear, compelling insight
• Tech-savvy - you know how to use AI and modern research tools to work faster and uncover more.