Senior Customer Insights Analyst

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

📋 Description

• Take ownership of the comprehensive analysis related to customer escalations, cancellations, and critical risk indicators across the customer base.

• Observe and report on trends segmented by category, product, region, lifecycle phase, and reason codes to detect emerging problems and recurring patterns.

• Create regular insight packages for CX, Customer Success, Support, Product, and executive stakeholders that underscore the primary factors contributing to customer friction and churn risk.

• Develop systematic analyses that link customer challenges to operational, product, onboarding, service, and commercial root causes.

• Spearhead root cause analysis for high-priority themes related to escalations and cancellations, incorporating inputs from Salesforce, support systems, customer feedback, and future customer success platform data.

• Coordinate cross-functional working sessions to align on root causes, prioritize issues with the most significant impact on customers and the business, and establish action plans with specific owners and milestones.

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

• Create a consistent operating rhythm for reviewing trends in customer issues, progress on action plans, and unresolved systemic risks with business leaders.

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

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

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

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

• Work alongside Customer Success leadership to refine how at-risk accounts, escalations, and cancellation signals are identified and categorized.

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

• Partner with Support leaders to pinpoint process failures, service quality concerns, and recurring case drivers that contribute to 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 comparable role, preferably within a B2B SaaS or subscription-based environment.

• Significant experience working with Salesforce data, transforming CRM, support, and customer feedback data into actionable business insights.

• Proficiency in building dashboards, conducting trend analyses, and generating executive-level reporting using spreadsheet tools and business intelligence platforms.

• Proven ability to perform structured root cause analysis and connect customer-facing symptoms to fundamental operational or product issues.

• Excellent communication and storytelling skills, with the capability to present findings and recommendations effectively to senior stakeholders.

• Demonstrated 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, dental, and vision insurance plans.

• Flexible working hours and remote work opportunities.

• Professional development and training programs.

• Collaborative and inclusive company culture.