Lone Wolf Technologies logo
Lone Wolf Technologies

Real estate, re-imagined.

Senior Customer Insights Analyst

Business AnalystBusiness AnalystFull TimeRemoteSeniorTeam 201-500Since 1993H1B SponsorCompany SiteLinkedIn

Location

Canada

Posted

8 days ago

Salary

$117K - $153K / year

Seniority

Senior

Bachelor Degree5 yrs expEnglish

Job Description

Senior Customer Insights Analyst

Lone Wolf Technologies

• 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.

Job 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.

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