Senior Voice of the Customer Analyst at Harbor Compliance

You are an experienced customer insights or VOC analyst with over five years of professional experience building research programs. You possess deep expertise i

Work type: remote

Location: Remote (United States)

Type: Full-time

Summary

You are an experienced customer insights or VOC analyst with over five years of professional experience building research programs. You possess deep expertise in merging qualitative interview data with behavioral analytics to drive product and retention strategy. **Key highlights** Harbor Compliance is offering a fully remote senior-level role for a voice of the customer specialist. While specific salary details are not disclosed, this position provides the opportunity to build a brand-new internal function tasked with solving retention and churn challenges at a rapidly growing company. **You might be a good fit if you...** - Possess advanced SQL skills for querying complex customer databases. - Have extensive experience working with HubSpot for CRM data analysis. - Are proficient in using Metabase for building executive-facing dashboards. - Have a proven background in designing NPS, CSAT, and CES survey frameworks.

Job Description

[🏆 Great Place to Work® Certified | USA](https://www.greatplacetowork.com/certified-company/7094651)

Harbor Compliance is a leading technology platform for entity compliance, helping more than 80,000 businesses and nonprofits manage licensing, tax registration, and legal entity requirements nationwide. Founded in 2012 and recognized repeatedly by the Inc. 5000 and Deloitte Technology Fast 500, we've grown through five strategic acquisitions — and are now backed by a 2026 majority growth investment from Bregal Sagemount to accelerate product, AI, and customer experience. We're a passionate team making compliance simpler and smarter for every organization we serve.

Churn and retention are board-level priorities at Harbor Compliance, but no single owner today is responsible for deeply understanding the customer behaviors driving them. Customer Success owns execution and Expansion owns growth, but customer segmentation, churn analysis, and VOC insights remain fragmented. We’re hiring a Senior Voice of the Customer (VOC) Analyst to stand up this function.

This is a high-visibility individual contributor role within Customer Operations, responsible for building the VOC systems, customer analytics, and cross-functional feedback loops that help Harbor Compliance better understand churn, retention, expansion opportunities, and the customer experience, and translate those insights into clear recommendations for business action.

Key ResponsibilitiesVOC Program Design and Execution

• Design and run a structured customer interview program across Harbor’s key customer segments, including interview guides, synthesis, and recurring monthly interviews.


• Manage and refine survey programs (NPS, CSAT, CES, and lifecycle surveys) to capture actionable customer sentiment data.


• Develop a repeatable process for turning customer feedback into executive insights and action items.


• Continuously improve VOC methodologies as Harbor’s customer segments and business needs evolve.


• Establish a closed-loop VOC process that captures customer feedback, synthesizes themes, routes insights to the right owners, and tracks follow-up actions and outcomes.

• Lead the analysis and ongoing refinement of Harbor’s customer segmentation strategy across Nonprofit, Corporate, and Professional customers in partnership with CS, Expansion, Operations, and leadership.


• Build repeatable churn analysis frameworks using CRM and Metabase data and qualitative customer feedback.


• Partner to refine and update customer health scoring models to identify at-risk accounts with high accuracy, enabling early intervention and proactive retention efforts.


• Track and analyze retention and expansion metrics, including GRR, NRR, and churn trends, for leadership reporting.


• Conduct root-cause analysis on churn, downgrade, dissatisfaction, and expansion patterns by combining CRM data, customer interviews, survey results, and operational signals.

• Design and maintain executive-facing reporting, dashboards, and insight narratives highlighting customer sentiment, churn risks, key trends, and recommended actions.


• Present customer insights and recommendations to senior leadership in a clear, actionable format.


• Build and maintain a centralized VOC knowledge base accessible across Product, CX, Operations, and Expansion teams.


• Identify gaps in customer data capture, churn reason tracking, and VOC instrumentation, and partner cross-functionally to improve data quality and reporting reliability.

• Establish feedback loops between VOC insights and Product, Operations, Expansion, and CX teams to drive business improvements.


• Serve as the internal advocate for the customer voice in cross-functional planning and strategy discussions.


• Partner with Expansion to identify customer needs, segment patterns, and expansion signals that inform upsell and growth opportunities.


• Partner with Product to prioritize feature and experience improvements based on customer feedback.

• 5+ years of experience in VOC, CX analytics, or customer insights with ownership of programs and outcomes.


• Experience building customer research programs and structured interviews that inform business decisions.


• Strong executive communication skills with experience presenting complex analysis to senior stakeholders.


• Advanced SQL and CRM data experience (HubSpot preferred), plus survey design expertise (NPS, CSAT, CES).


• Experience with customer segmentation or cohort analysis tied to retention and growth.


• Proven ability to work cross-functionally and independently with minimal direction.

• Strong experience combining qualitative research, survey data, and behavioral analytics into actionable customer insights.


• Experience building executive-facing dashboards and analyzing retention metrics such as churn, GRR, and NRR.


• Strong understanding of B2B SaaS and/or tech-enabled services across multiple customer segments.


• Familiarity with qualitative research and AI tools used for customer research, synthesis, and reporting.


• Experience working with CRM and BI/reporting tools to analyze customer data and build dashboards; HubSpot and Metabase experience preferred.


• Excellent written and verbal communication skills with experience presenting insights to executive audiences.


• Strong analytical judgment, including the ability to work with imperfect customer data, identify data quality gaps, and distinguish signal from noise.

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