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Senior Customer Insights Analyst

1 month ago
United States
Full-time
Senior
Data Analyst
Data Science and Analytics
CRM Salesforce
Apply Now
Lone Wolf Technologies

Lone Wolf Technologies

Lone Wolf Technologies offers a complete real estate software suite for brokerages and agents, connecting real estate and technology to simplify transactions and operations.

Internet Software & Services
251-1K
Founded 1989
View All Jobs 13

Description

  • Own end-to-end analysis of customer escalations, cancellations, and key retention risk indicators across the customer lifecycle.
  • Monitor 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.
  • Develop 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 using Salesforce, support systems, customer feedback, and future platform data.
  • Facilitate cross-functional working sessions to align on root causes, prioritize issues, and define action plans with owners and milestones.
  • Track remediation plans through completion and measure whether actions reduce repeat escalations, improve sentiment, and lower avoidable churn.
  • Establish a repeatable operating rhythm for reviewing customer issue trends, action-plan progress, and unresolved systemic risks.
  • Design and maintain a standardized taxonomy for escalation reasons, cancellation reasons, and risk drivers.
  • Partner with Operations and Systems teams to improve Salesforce data models, fields, workflows, and reporting structure.

Requirements

  • 5+ years of experience in customer insights, business analysis, CX or CS operations, analytics, or a related role.
  • Experience in a B2B SaaS or subscription-based business is preferred.
  • Strong experience working with Salesforce data and translating CRM, support, and customer feedback data into actionable 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 with the ability to present findings and recommendations 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.
  • Core competencies include analytical problem solving, customer journey and retention thinking, cross-functional facilitation, executive communication, process improvement, data storytelling, and operational rigor.

Benefits

  • Remote role based in the United States.
  • Full-time position.
  • Competitive salary of $117,000 to $153,000 per year.

Interested in this position?

Apply directly on the company website

Apply Now

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