[Remote] Senior Customer Insights Analyst

Note: The job is a remote job and is open to candidates in USA. Lone Wolf Technologies is seeking a Senior Customer Insights Analyst to enhance customer experience through data-driven insights. The role involves analyzing customer escalations and cancellations, collaborating with cross-functional teams, and developing structured analyses to identify key risk indicators and improve retention strategies.

Responsibilities

• 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

Skills

• 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

Company Overview

Company H1B Sponsorship