[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.ResponsibilitiesOwn the end-to-end analysis of customer escalations, cancellations, and key risk indicators across the customerMonitor and report on trends by segment, product, region, lifecycle stage, and reason code to identify emerging issues and recurring patternsBuild recurring insight packages for CX, Customer Success, Support, Product, and executive stakeholders that highlight major drivers of customer friction and churn riskDevelop structured analyses that connect customer issues to operational, product, onboarding, service, and commercial root causesLead root cause analysis for high-priority escalation and cancellation themes, including gathering inputs from Salesforce, support systems, customer feedback, and future customer success platform dataFacilitate 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 milestonesTrack remediation plans through completion and measure whether actions taken are reducing repeat escalations, improving customer sentiment, and lowering avoidable churnEstablish a repeatable operating rhythm for reviewing customer issue trends, action-plan progress, and unresolved systemic risks with business leadersDesign and maintain a standardized taxonomy for escalation reasons, cancellation reasons, and risk drivers so trend reporting is consistent and actionablePartner with Operations and Systems teams to improve the data model, fields, workflow design, and reporting structure in SalesforceServe 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 analyticsEnsure that new processes and systems support reliable root cause capture, closed-loop action management, and executive visibility into customer risk themesPartner with Customer Success leadership to improve how at-risk accounts, escalations, and cancellation signals are identified and categorizedWork with Product teams to quantify the impact of product defects, usability issues, missing capabilities, and integration friction on customer experience and retentionCollaborate with Support leaders to identify process breakdowns, service quality issues, and recurring case drivers that contribute to escalation volumeSupport CX and executive leadership with data-backed narratives for monthly business reviews, quarterly business reviews, strategic planning, and retention-focused initiativesSkills5+ 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 businessStrong experience working with Salesforce data and translating CRM, support, and customer feedback data into actionable business insightsExperience building dashboards, trend analyses, and executive-ready reporting using spreadsheet tools and business intelligence platformsDemonstrated ability to conduct structured root cause analysis and connect customer-facing symptoms to underlying operational or product issuesStrong communication and storytelling skills, including the ability to present findings and recommendations clearly to senior stakeholdersProven ability to influence cross-functional teams and drive accountability without direct management authorityExperience supporting or defining requirements for customer success technology, customer health frameworks, or retention analyticsCompany OverviewAt Lone Wolf Technologies, we believe making tech for real estate is about much more than just making the best tools. It was founded in 1989, and is headquartered in Cambridge, Ontario, CAN, with a workforce of 201-500 employees. Its website is http://www.lwolf.com/.Company H1B SponsorshipLone Wolf Technologies has a track record of offering H1B sponsorships, with 1 in 2024, 2 in 2023, 1 in 2021. Please note that this does not guarantee sponsorship for this specific role.