Senior Customer Insights Analyst

Lone Wolf Technologies

Senior Customer Insights Analyst identifying and analyzing drivers of customer escalations, cancellations, and retention risk. Collaborating with cross-functional teams to improve customer experience and retention.

Posted 5/19/2026full-timeRemote • 🇺🇸 United StatesSenior💰 $117,000 - $153,000 per yearWebsite

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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.

Benefits

Comp & perks

🌐 Worldwide ❌ Jobs You've Hidden ⭐️ Saved Jobs ✅ Applied Jobs ✉️ Email Alerts 👤 Account Lone Wolf Technologies Website LinkedIn All Job Openings 201 - 500 employees Founded 1993 🏠 Real Estate ☁️ SaaS 🛍️ eCommerce Real Estate
SaaS
eCommerce Lone Wolf Technologies is a leading provider of software solutions for the real estate industry. Their platform, known as the Lone Wolf Foundation, is an end-to-end solution designed to help real estate professionals like agents, brokers, and MLSs manage various aspects of their business efficiently. The company's product offerings include digital advertising, analytics, back office tools, CRM, eSignature, intranet, and more, all aimed at optimizing transaction workflows, client interactions, and business management. Lone Wolf Technologies focuses on integrating digital tools to enhance the operational efficiency of real estate practitioners across North America. Senior Customer Insights Analyst Job not on LinkedIn 🔥 2 minutes ago 🇺🇸 United States – Remote 💵 $117k - $153k / year ⏰ Full Time 🟠 Senior 🧐 Business Analyst 🦅 H1B Visa Sponsor Apply Now Find Hiring Managers Customize resume + cover letter Report problem ☆ Save ☑️ Mark as applied ❌ Hide 📋 Description
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. 🎯 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. Apply Now 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score Similar Jobs Senior Functional Business Analyst 🔥 1 hour ago Curriculum Associates 1001 - 5000 📚 Education 🤝 B2B Website LinkedIn All Job Openings Senior IT Business Analyst clarifying complex business problems and translating them into actionable requirements for Curriculum Associates. Engaging with stakeholders and ensuring alignment between business and IT teams. 🇺🇸 United States – Remote 💵 $81.5k - $139.5k / year ⏰ Full Time 🟠 Senior 🧐 Business Analyst 🦅 H1B Visa Sponsor Business Analyst 🔥 3 hours ago First Help Financial 51 - 200 💸 Finance 🏦 Banking 💳 Fintech Website LinkedIn All Job Openings Business Analyst at First Help Financial working on credit program management and process improvements. Collaborating with teams to enhance loan origination and underwriting processes. 🇺🇸 United States – Remote 💵 $93.3k / year ⏰ Full Time 🟡 Mid-level 🟠 Senior 🧐 Business Analyst 🦅 H1B Visa Sponsor Senior Technical Business Analyst 🔥 5 hours ago Grant Street Group 201 - 500 Website LinkedIn All Job Openings Senior Technical Business Analyst at Grant Street Group providing SaaS solutions to public sector clients. Liaising between developers and clients, solving complex problems and providing training. 🇺🇸 United States – Remote 💵 $120k - $200k / year ⏰ Full Time 🟠 Senior 🧐 Business Analyst Senior Business Analyst 🔥 6 hours ago NMDP 1001 - 5000 🤝 Non-profit 🤲 Charity 🔬 Science Website LinkedIn All Job Openings Senior Business Analyst focusing on the design phase of Salesforce platform transformation. Collaborating with UX, product, and operations for better user experiences. 🇺🇸 United States – Remote ⏰ Full Time 🟠 Senior 🧐 Business Analyst EPIC Business Analyst, Clearinghouse Coordinator 🔥 9 hours ago OCHIN, Inc. 1001 - 5000 🤝 Non-profit ☁️ SaaS 🤝 B2B Website LinkedIn All Job Openings Business Analyst coordinating technology products and services to enhance healthcare delivery for OCHIN's mission. Collaborating with teams and stakeholders to ensure project success and operational efficiency. 🇺🇸 United States – Remote 💵 $74.5k - $119.2k / year ⏰ Full Time 🟡 Mid-level 🟠 Senior 🧐 Business Analyst View More Business Analyst Jobs 🌐 Worldwide Built by Lior Neu-ner. I'd love to hear your feedback — Get in touch via DM or support@remoterocketship.com Search Search Jobs by country Search jobs by city Search jobs by job title Search entry-level jobs Search junior-level jobs Search senior-level jobs Search jobs by tech stack Search jobs by contract type Search remote internships Search remote part-time jobs Remote jobs Anywhere in the World Companies Hiring Anywhere in the World Companies Hiring Sales People Anywhere in the World Companies Hiring Software Engineers Anywhere in the World Resources Advice Tips for finding remote jobs Interview questions and answers Resume examples Cover letter examples Post a job Affiliates Privacy policy Terms of service Job board SEO course AI Apply Copilot OpenClaw job finder Jobs by Country Remote jobs anywhere in the world (Worldwide remote jobs) Remote jobs United States Remote jobs Australia Remote jobs Brazil Remote jobs Canada Remote jobs France Remote jobs Ireland Remote jobs Germany Remote jobs Netherlands Remote jobs Spain Remote jobs UK Popular Jobs Remote data analyst jobs Remote customer support jobs Remote executive assistant jobs Remote marketing jobs Remote product designer jobs Remote product manager jobs Remote project manager jobs Remote recruiter jobs Remote sales jobs Remote software engineer jobs Jobs by Type Remote full-time jobs Remote part-time jobs Remote contract jobs Remote internship jobs Remote entry-level jobs Remote jobs with no experience required Remote junior jobs (1-3 years of experience) Digital nomad jobs Remote jobs with no degree required Freelance remote jobs Temporary remote jobs Remote jobs hiring now Stay at home mom jobs

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Hard Skills & Tools

customer insightsbusiness analysisanalyticsroot cause analysistrend analysisdashboard buildingreportingdata modelingcustomer health frameworksretention analytics

Soft Skills

communicationstorytellinginfluencecross-functional collaborationaccountabilityproblem-solvingstakeholder managementanalytical thinkingorganizational skillsfacilitation