The Senior Customer Insights Analyst is responsible for identifying, analyzing, and helping eliminate the systemic drivers of customer escalations, cancellations, and retention risk across the customer lifecycle.
Requirements
- 5+ years of experience in customer insights, business analysis, CX or CS operations, analytics, or a related role, ideally in a B2B SaaS or subscription-based business.
- Strong experience working with Salesforce data and translating CRM, support, and customer feedback data into actionable business insights.
- Experience building dashboards, trend analyses, and executive-ready reporting using spreadsheet tools and business intelligence platforms.
- Demonstrated ability to conduct structured root cause analysis and connect customer-facing symptoms to underlying operational or product issues.
- Strong communication and storytelling skills, including the ability to present findings and recommendations clearly to senior stakeholders.
- Proven ability to influence cross-functional teams and drive accountability without direct management authority.
- Experience supporting or defining requirements for customer success technology, customer health frameworks, or retention analytics is strongly preferred.
Benefits
- Competitive salary
- Paid time off
- Retirement plan
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