Senior Manager, Growth Analytics

Zendesk; Northern (KY); Hybrid; USD 172,000 - 258,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Zendesk is seeking a Senior Manager, Growth Analytics to lead a team of analysts and partner with PLG Product Managers and Engineers. You will define business questions, metrics, and success measures across the customer journey, from acquisition to expansion, and shape analytics strategy for scalable decisions.

The role combines hands-on analysis with strategic leadership, driving self-service insights and AI-assisted tooling to accelerate reporting and decision making.

Qualifications

• Significant experience in product analytics, growth analytics, BI or data science.
• Experience designing/measuring product experiments and A/B tests with statistical reasoning.
• Strong SQL skills and experience with complex data from multiple sources.
• Experience using Python, R or similar for statistical analysis.
• Familiarity with modern data platforms (Snowflake/dbt) and BI tools (Looker/Tableau).
• Ability to define meaningful metrics and measurement plans with Product/Engineering.

Responsibilities

• Help leaders understand PLG journey performance and friction points.
• Build relationships across Sales, Marketing, Product, Engineering and Data teams.
• Partner with PLG PMs/Engineers to define questions, hypotheses, goals, metrics.
• Lead and develop a team of growth analysts, setting priorities and coaching.
• Establish and evolve PLG funnel measurement from acquisition to expansion.
• Analyze customer behavior using segmentation, cohorts, funnels and retention.
• Design measurement plans for initiatives and experiments with guardrails.
• Improve product analytics quality through metrics, event tracking, dashboards.

Skills

SQL

Python/R

A/B testing

Data storytelling

Cross-functional collaboration

Product analytics

Growth analytics

Tools

Snowflake

dbt

Looker

Tableau

Amplitude

Pendo

Segment

Job description

Job Description Senior Manager, Growth Analytics Zendesk is looking for a Senior Manager, Growth Analytics to help Product Development improve how customers discover, adopt, and expand their use of Zendesk through a product‑led growth motion. You will lead a team of analysts and serve as a strategic analytics partner to PLG Product Managers and Engineers across the customer journey, from acquisition and trial through activation, conversion, retention, and expansion. The role is hands‑on enough to engage deeply with complex questions and senior enough to shape the analytics strategy, operating model, and capabilities that enable Product teams to make better decisions at scale.

What you’ll be doing

• Help leaders understand where the PLG journey is performing well, where customers encounter friction, and which opportunities are most likely to improve customer and business outcomes.
• Build effective working relationships across Sales, Marketing, Product, Engineering, and Data teams to drive self‑service bookings, net customer growth and AI penetration.
• Partner with PLG Product Managers and Engineers to define business questions, measurable hypotheses, product goals, and success metrics.
• Lead and develop a team of growth analysts by setting priorities, providing coaching, and supporting career growth.
• Establish and evolve measurement for the PLG funnel, including acquisition, trial engagement, activation, conversion, retention, expansion, and customer value.
• Analyze customer behavior using segmentation, cohort, funnel, retention, and experimentation methods to identify opportunities and barriers to growth.
• Design measurement plans for product initiatives and experiments, including success metrics, guardrails, instrumentation requirements, and interpretation of results.
• Improve the quality and consistency of product analytics through trusted metric definitions, event tracking, reusable datasets, dashboards, and self‑service reporting.
• Use AI‑assisted tools to accelerate analysis, reporting, SQL and Python development, data modeling, and documentation while applying sound judgment to validate and improve the results.

What you bring to the role

• Significant experience in product analytics, growth analytics, business intelligence, data science, product operations, or a related field, ideally in a software or SaaS environment with a product‑led or self‑service motion.
• Experience designing, measuring, or interpreting product experiments and A/B tests, with an understanding of statistical concepts and causal reasoning.
• Strong SQL skills and experience working with complex data across multiple sources.
• Experience using Python, R, or another language for statistical analysis or data preparation.
• Experience with Snowflake, dbt, or comparable modern data platforms is helpful.
• Ability to define meaningful metrics and measurement plans in partnership with Product and Engineering, including familiarity with product instrumentation and event data.
• Experience building or guiding dashboards, self‑service reporting, semantic or metric layers, and other reusable analytics assets.
• Familiarity with tools such as Looker, Tableau, Amplitude, Pendo, Segment or similar platforms is useful.
• Strong written, verbal, and visual communication skills, including the ability to explain complex findings, make recommendations, and tailor a message for technical and non‑technical audiences.

The US annualized base salary range for this position is $172,000.00-$258,000.00. This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives.

The intelligent heart of customer experience Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

Zendesk believes in offering our people a fulfilling and inclusive experience.

Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.

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If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre‑employment testing, or otherwise participate in the employee selection process, please send an e‑mail to [e-mail] with your specific accommodation request.

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