Key Responsibilities:
Customer Escalation and Cancellation Insights:
- 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.
Root Cause Analysis and Action Planning
- 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.
Data Quality, Taxonomy, and Systems Enablement
- 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.
Cross-Functional Partnership - 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.
Qualifications:
- 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.
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.
- Better consistency and adoption of escalation and cancellation taxonomy across teams.
- Strong stakeholder confidence in the quality, relevance, and actionability of CX insights.
Why This Role Matters:
This role helps the company move beyond anecdotal explanations for customer dissatisfaction and churn by creating a disciplined, data-driven process to identify root causes and remove recurring pain points. By improving the organization’s ability to detect patterns, align on priorities, and execute corrective actions, the Senior Customer Insights Analyst will directly influence customer retention, experience quality, and operational maturity.
