[Remote] Senior Customer Insights Analyst
Note: The job is a remote job and is open to candidates in USA. Lone Wolf Technologies is seeking a Senior Customer Insights Analyst to enhance customer experience through data-driven insights. The role involves analyzing customer escalations and cancellations, collaborating with cross-functional teams, and developing structured analyses to identify key risk indicators and improve retention strategies.
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
- 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
- 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
Skills
- 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
Company Overview
Company H1B Sponsorship