Senior Customer Insights Analyst

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.

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.

Benefits

• Competitive salary
• Paid time off
• Retirement plan

Originally posted on Himalayas