Senior Customer Insights Analyst in United States at Jobgether

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Senior Customer Insights Analyst in United States.

You will join a customer experience and insights function focused on transforming complex customer data into clear, actionable intelligence that directly improves retention and reduces churn. In this role, you will investigate the systemic drivers behind customer escalations, cancellations, and risk signals across the entire lifecycle.
You will work at the intersection of data analytics, customer success, support, product, and operations to identify root causes and translate them into structured action plans.
Your insights will help leadership understand not just what is happening, but why it is happening, enabling more effective decisions and long-term improvements.
You will design scalable reporting frameworks, build repeatable analysis processes, and help establish a consistent taxonomy for customer issues.
This role requires strong analytical thinking, business judgment, and the ability to influence cross-functional stakeholders without direct authority.
It is ideal for someone who enjoys turning messy, fragmented data into clarity, structure, and measurable business impact.

• Analyze customer escalations, cancellations, and risk signals to identify trends, patterns, and systemic drivers across segments, products, and lifecycle stages.
• Build recurring insight reports and executive-ready dashboards that highlight key drivers of churn, friction, and customer dissatisfaction.
• Lead root cause analysis efforts by integrating data from CRM systems, support platforms, and customer feedback sources.
• Facilitate cross-functional workshops to define root causes, prioritize issues, and create actionable remediation plans with clear ownership.
• Track and measure the effectiveness of corrective actions, ensuring they reduce repeat issues and improve retention outcomes.
• Develop and maintain standardized taxonomies for escalation and cancellation reasons to ensure consistent reporting and analysis.
• Partner with systems and operations teams to improve data models, reporting structures, and CRM workflows (including Salesforce).
• Support CX leadership and executives with data-driven insights for business reviews, strategic planning, and retention initiatives.
• Collaborate with product, support, and customer success teams to connect customer issues to operational and product root causes.

• 5+ years of experience in customer insights, business analytics, CX/CS operations, or a related data-focused role in a SaaS or subscription business.
• Strong experience working with Salesforce or similar CRM platforms and translating customer data into actionable insights.
• Proven ability to build dashboards, reports, and trend analyses using BI tools and spreadsheet-based analysis.
• Strong background in root cause analysis, with the ability to connect customer symptoms to underlying operational or product issues.
• Excellent communication and storytelling skills, with experience presenting insights to senior stakeholders and leadership teams.
• Ability to influence cross-functional teams and drive alignment without direct managerial authority.
• Experience with customer success platforms, retention analytics, or health scoring frameworks is highly valued.
• Strong analytical mindset with the ability to structure complex, ambiguous data into clear narratives and recommendations.
• Collaborative approach with strong facilitation skills for cross-functional problem-solving.

• Competitive compensation aligned with experience and market benchmarks
• Flexible remote work environment supporting work-life balance
• Comprehensive healthcare coverage (medical, dental, and vision)
• Retirement savings plans and financial wellness support
• Generous paid time off and holiday policies
• Opportunity to directly influence customer retention and business strategy
• Access to modern analytics tools and customer success technologies
• Strong cross-functional exposure with leadership visibility
• Learning and development opportunities in analytics, CX strategy, and data systems
• Inclusive and collaborative work culture focused on continuous improvement