Senior Customer Insights Analyst

Key Responsibilities

• Own the end-to-end analysis of customer escalations, cancellations, and key risk indicators across the customer.
• Monitor and report on trends by segment, product, region, lifecycle stage, and reason code to identify emerging issues and recurring patterns.
• Build recurring insight packages for CX, Customer Success, Support, Product, and executive stakeholders that highlight major drivers of customer friction and churn risk.
• Develop structured analyses that connect customer issues to operational, product, onboarding, service, and commercial root causes.
• Lead root cause analysis for high-priority escalation and cancellation themes, including gathering inputs from Salesforce, support systems, customer feedback, and future customer success platform data.
• Facilitate cross-functional working sessions to align on root causes, prioritize the issues with the greatest customer and business impact, and define action plans with clear owners and milestones.
• Track remediation plans through completion and measure whether actions taken are reducing repeat escalations, improving customer sentiment, and lowering avoidable churn.
• Establish a repeatable operating rhythm for reviewing customer issue trends, action-plan progress, and unresolved systemic risks with business leaders.

Data Quality, Taxonomy, and Systems Enablement

• Design and maintain a standardized taxonomy for escalation reasons, cancellation reasons, and risk drivers so trend reporting is consistent and actionable.
• Partner with Operations and Systems teams to improve the data model, fields, workflow design, and reporting structure in Salesforce.
• Serve as a key CX Insights stakeholder in the utilization of the company’s future customer success platform, helping optimize requirements for health scoring, risk tracking, alerts, dashboards, and retention analytics.
• Ensure that new processes and systems support reliable root cause capture, closed-loop action management, and executive visibility into customer risk themes.

Cross-Functional Partnership

• Partner with Customer Success leadership to improve how at-risk accounts, escalations, and cancellation signals are identified and categorized.
• Work with Product teams to quantify the impact of product defects, usability issues, missing capabilities, and integration friction on customer experience and retention.
• Collaborate with Support leaders to identify process breakdowns, service quality issues, and recurring case drivers that contribute to escalation volume.
• Support CX and executive leadership with data-backed narratives for monthly business reviews, quarterly business reviews, strategic planning, and retention-focused initiatives.