Senior Customer Insights Analyst
New
United States (Remote)Full-TimeSenior
Salary117,000 - 153,000 USD per year
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Job Details
- Experience
- 5+ years
- Required Skills
- Business IntelligenceSalesforceProcess improvementData modelingData analytics
Requirements
- 5+ years of experience in customer insights, business analysis, or CX/CS operations.
- Experience in B2B SaaS or subscription-based business.
- Strong experience working with Salesforce data.
- Proven ability to translate CRM, support, and customer feedback data into actionable insights.
- Experience building dashboards and executive-ready reporting.
- Proficiency in spreadsheet tools and business intelligence platforms.
- Demonstrated ability to conduct structured root cause analysis.
- Strong communication and storytelling skills for senior stakeholders.
- Proven ability to influence cross-functional teams without direct management authority.
- Experience defining requirements for customer success technology or health frameworks.
Responsibilities
- Own end-to-end analysis of customer escalations, cancellations, and key risk indicators.
- Monitor and report on trends by segment, product, region, and reason code.
- Build recurring insight packages for executive and department stakeholders.
- Lead root cause analysis for high-priority escalation and cancellation themes.
- Facilitate cross-functional working sessions to prioritize issues and define action plans.
- Track remediation plans and measure impact on churn and sentiment.
- Maintain standardized taxonomy for escalation and cancellation reasons.
- Partner with Operations to improve Salesforce data models and workflows.
- Collaborate with Product and Support to quantify and address process or product friction.
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