Senior CX Data & Insights Leader

Zendesk, Inc.; Utah; Hybrid; USD 139,000 - 209,000; Full time

Benefits offered by this job

Hybrid work model

Remote work flexibility

Job summary

Zendesk, Inc. in the United States (Utah) is seeking a Senior Analyst to join the CX Data & Insights team as an Individual Contributor.

You will bridge complex datasets and strategic execution to guide data-driven decisions and measure the impact on our global post-sales strategy. This role partners with CX leadership to analyze churn, health scores, and product usage; designs impact models for GRR and NRR; and drives data workflows using Snowflake, Salesforce, Gainsight, and Gong.

Qualifications

• 7+ years of experience in Strategy & Operations, Advanced Data Analytics, or Customer Success Operations in a high-growth B2B SaaS environment.

Responsibilities

• Partner with CX directors, managers, and executive leadership to deliver prescriptive, data-backed guidance for strategic planning.
• Lifecycle & churn analytics: analyze customer health scores, product usage, and support trends to perform deep-dive retrospective analyses on churn and contraction drivers.
• Quantify strategic value: design and execute impact measurement models to quantify GRR improvements, NRR gains, and process efficiencies beyond baseline usage metrics.
• Planning execution: lead quantitative analysis for complex projects such as annual account carve-outs, territory balancing, and customer segmentation strategies.
• Leverage AI stack to prototype scripts, automate ad-hoc reporting, and build lightweight data workflows.
• Connect systems of record: map multi-source data flows between Salesforce, Gainsight, Gong, and Snowflake to create a unified view of the post-sales ecosystem.
• Production-level SQL execution: write high-performance, production-grade SQL within Snowflake to manipulate and model complex datasets.
• Requirement ownership: act as CX liaison to the ED&A team, owning downstream data requirements and standardizing metric definitions.

Skills

Strategic analysis

Advanced analytics

SQL proficiency

Snowflake

Gainsight

Salesforce

AI tooling

Stakeholder management

Tools

Salesforce

Gainsight

Gong

Snowflake

Job description

Zendesk, Inc. in the United States (Utah) is seeking a Senior Analyst to join the CX Data & Insights team as an Individual Contributor.

You will bridge complex datasets and strategic execution to guide data-driven decisions and measure the impact on our global post-sales strategy. This role partners with CX leadership to analyze churn, health scores, and product usage; designs impact models for GRR and NRR; and drives data workflows using Snowflake, Salesforce, Gainsight, and Gong.