Senior Customer Insights Analyst

This is a fully remote position, open to applicants in Canada.

📋 Description

• Take charge of comprehensive analysis regarding customer escalations, cancellations, and critical risk indicators throughout the customer journey.

• Monitor and analyze trends by segment, product, region, lifecycle phase, and reason code to detect emerging challenges and persistent patterns.

• Create regular insight packages for CX, Customer Success, Support, Product, and executive stakeholders that underscore key drivers of customer friction and churn risk.

• Develop structured analyses linking customer issues to operational, product, onboarding, service, and commercial root causes.

• Lead root cause investigations for high-priority escalation and cancellation themes, incorporating input from Salesforce, support systems, customer feedback, and future customer success platform data.

• Organize cross-functional working sessions to agree on root causes, prioritize issues with the highest customer and business impact, and outline action plans with designated owners and milestones.

• Monitor remediation plans until completion and assess whether implemented actions are decreasing repeat escalations, enhancing customer sentiment, and reducing avoidable churn.

• Establish a consistent operating rhythm for reviewing customer issue trends, tracking action-plan progress, and addressing unresolved systemic risks with business leaders.

• Design and sustain a standardized taxonomy for escalation reasons, cancellation reasons, and risk drivers to ensure trend reporting is consistent and actionable.

• Collaborate with Operations and Systems teams to enhance the data model, fields, workflow design, and reporting structure in Salesforce.

• Act as a pivotal CX Insights stakeholder in leveraging the company’s future customer success platform, aiding in optimizing requirements for health scoring, risk tracking, alerts, dashboards, and retention analytics.

• Ensure new processes and systems facilitate reliable root cause capture, closed-loop action management, and executive visibility into customer risk themes.

• Partner with Customer Success leadership to refine the identification and categorization of at-risk accounts, escalations, and cancellation signals.

• Collaborate with Product teams to assess the impact of product defects, usability challenges, missing features, and integration friction on customer experience and retention.

• Work alongside Support leaders to pinpoint process breakdowns, service quality problems, and recurring case drivers that contribute to increased escalation volume.

• Assist CX and executive leadership with data-driven narratives for monthly business reviews, quarterly business reviews, strategic planning, and retention-focused initiatives.

⛳️ Requirements

• Over 5 years of experience in customer insights, business analysis, CX or CS operations, analytics, or a similar role, preferably in a B2B SaaS or subscription-based environment.

• Strong proficiency in working with Salesforce data and transforming CRM, support, and customer feedback data into actionable business insights.

• Experience in creating dashboards, performing trend analyses, and generating executive-ready reports using spreadsheet tools and business intelligence platforms.

• Proven capability to conduct structured root cause analysis and correlate customer-facing symptoms with underlying operational or product issues.

• Exceptional communication and storytelling abilities, including the skill to clearly present findings and recommendations to senior stakeholders.

• Established ability to influence cross-functional teams and foster accountability without direct management authority.

• Experience in supporting or defining requirements for customer success technology, customer health frameworks, or retention analytics is highly preferred.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health benefits including medical, dental, and vision coverage.

• Opportunities for professional development and career advancement.

• Flexible work hours and remote work options.

• A collaborative and innovative work environment.