Senior Customer Insights Analyst

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.

Additional Information

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 sits within the CX Insights team and partners closely with Customer Success, Support, Product, Operations, and Revenue leadership to uncover root causes, quantify impact, and drive action plans that improve customer experience and retention. This role combines analytical rigor, business judgment, and cross-functional influence. 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.

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Company Intel

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