Lone Wolf Technologies

Lone Wolf Technologies

Senior Customer Insights Analyst

United States (Remote) · Senior

Sponsorship not specified$117k-$153kDetected 64 days ago
SalesforceCRMCustomer SuccessLeadershipCommunication

About the role

  • 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 combines analytical rigor, business judgment, and cross-functional influence.

Responsibilities

  • Own the end-to-end analysis of customer escalations, cancellations, and key risk indicators across the customer.
  • 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.
  • 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.
  • 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.
  • 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.

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.
  • 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.
  • 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.
  • 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.
  • 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:
  • Success Measures:
  • Success in this role will be measured through a combination of business impact, insight quality, and execution effectiveness, including:
  • Reduction in repeat customer escalations tied to known root causes.
  • Improved visibility into the primary drivers of cancellations and customer risk.
  • Increased completion rate and effectiveness of action plans created to address systemic issues.

Compensation

  • $117k-$153k

Benefits

  • 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.
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