Own end-to-end analysis of escalations, cancellations, and risk indicators.
Monitor trends by segment, product, region, lifecycle, and reason code.
Build recurring insight packages for CX, CS, Support, Product, and execs.
Lead root cause analysis for high-priority themes using Salesforce and feedback.
Design and maintain a standardized taxonomy for escalation reasons and risk drivers.
Partner with CS, Product, and Support to identify process gaps and define actions with owners.

🎯 Requirements

5+ years in customer insights, analytics, CX/CS ops; B2B SaaS preferred.
Strong experience with Salesforce data translating CRM/support/feedback into insights.
Experience building dashboards and exec-ready reporting.
Structured root cause analysis linking symptoms to issues.
Strong communication and storytelling for senior stakeholders.
Influence cross-functional teams and drive accountability without direct authority.

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