Senior Customer Insights Analyst

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

📋 Description

• Take ownership of comprehensive analysis concerning customer escalations, cancellations, and significant risk indicators across the customer base.

• Observe and report on trends by segment, product, region, lifecycle stage, and reason code to detect emerging issues and recurring patterns.

• Create ongoing insight packages for CX, Customer Success, Support, Product, and executive stakeholders that emphasize major contributors to customer friction and churn risk.

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

• Direct root cause analysis for high-priority escalation and cancellation themes, gathering inputs from Salesforce, support systems, customer feedback, and upcoming customer success platform data.

• Lead cross-functional working sessions to align on root causes, prioritize issues with the most significant customer and business impact, and outline action plans with clear owners and milestones.

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

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

• Design and maintain 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 key stakeholder in CX Insights for the utilization 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.

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

• Collaborate with Product teams to quantify the impact of product defects, usability issues, missing capabilities, and integration friction on customer experience and retention.

• Work alongside Support leaders to uncover process breakdowns, service quality issues, 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

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

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

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

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

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

• Demonstrated ability to influence cross-functional teams and instill 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.

• Opportunities for professional development and career advancement.

• Flexible work hours and remote work options.

• Generous paid time off and holiday leave policy.