Senior Voice of the Customer Analyst

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 Responsibilities

VOC 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.

Segmentation and Churn Analytics

• 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.

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