Senior Customer Insights Analyst

Lone Wolf Technologies • Cambridge, ON

3d • CA$110,000 - CA$140,000

About The Position

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. This role sits within the CX Insights team and partners closely with Customer Success, Support, Product, Operations, and Revenue leadership to uncover root causes, quantify impact, and drive action plans that improve customer experience and retention. This role combines analytical rigor, business judgment, and cross-functional influence. The ideal candidate can move from data to diagnosis to action, translating patterns in customer behavior, feedback, and operational performance into clear recommendations and sustained process.

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.

Nice To Haves

• Experience supporting or defining requirements for customer success technology, customer health frameworks, or retention analytics is strongly preferred.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed