Senior Customer Insights Analyst

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

📋 Description

• Take charge of the comprehensive analysis of customer escalations, cancellations, and critical risk indicators across the customer spectrum.

• Keep an eye on and report trends by segment, product, region, lifecycle stage, and reason code to pinpoint emerging challenges and recurring trends.

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

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

• Lead root cause analysis for significant escalation and cancellation themes by collecting inputs from Salesforce, support systems, customer feedback, and forthcoming customer success platform data.

• Organize cross-functional working sessions to align on root causes, prioritize issues with the most significant customer and business impact, and establish action plans with clear 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 customer issue trends, action-plan progress, and ongoing systemic risks with business leaders.

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

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

• Act as a key CX Insights stakeholder in the deployment 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.

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

• Work alongside Product teams to assess the impact of product defects, usability issues, missing capabilities, and integration challenges on customer experience and retention.

• Partner with Support leaders to identify process breakdowns, service quality issues, and recurring case drivers that contribute to escalation volume.

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

⛳️ Requirements

• A minimum of 5 years of experience in customer insights, business analysis, CX or CS operations, analytics, or a related field, preferably within a B2B SaaS or subscription-based business.

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

• Proficiency in building dashboards, trend analyses, and executive-ready reporting utilizing spreadsheet tools and business intelligence platforms.

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

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

• Demonstrated capacity to influence cross-functional teams and drive 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.

• Flexible work environment with remote work options.

• Opportunities for professional development and career advancement.

• Generous paid time off and holiday policies.