Sr. Manager CX Data and Insights

Zendesk, Inc.; Northern (KY); Hybrid; USD 139,000 - 209,000; Full time

Job summary

Zendesk, Inc. seeks a Senior Analyst for the CX Data & Insights team to bridge complex datasets with strategic execution and drive data-informed decisions across the global post-sales strategy.

This IC role focuses on measuring impact, leveraging AI-enabled reporting, and partnering with CX leadership to prioritize initiatives and improve retention metrics like GRR and NRR. Hybrid work with global offices offered.

Qualifications

• 7+ years of experience in Strategy & Operations, Advanced Data Analytics, or Customer Success Operations within high-growth B2B SaaS.
• AI-first mindset with ability to write code, connect APIs, and automate data extraction.
• Advanced production-level SQL skills and knowledge of data warehousing (Snowflake).
• Deep understanding of post-sales metrics such as GRR and NRR.
• Experience pulling data from core tech stacks (Salesforce, Gainsight, Gong).
• Strong stakeholder management and the ability to translate findings into executive narratives.

Responsibilities

• Strategic Business Analysis & Impact Modeling to drive data-driven decisions.
• Lifecycle & Churn analytics to quantify retention drivers.
• Design and implement impact measurement models for GRR and NRR.
• Planning execution for complex projects like account carving and territory balancing.

Skills

SQL (production-grade)

Data analysis

Stakeholder management

Strategic thinking

AI integration

Tools

Snowflake

Salesforce

Gainsight

Gong

Job description

At Zendesk, we believe the future of customer success is rooted in human connection, driven by insight, and amplified by operational excellence. The Zendesk Customer Experience (CX) organization is undergoing a massive transformation, and we need a heavy-hitting Senior Analyst, to join our CX Data & Insights team to uplevel our capabilities across the business. This Individual Contributor (IC) role is designed as a \"quantitative swiss army knife\" who can act as a trusted advisor to CX leadership. In this role, you will bridge the gap between complex datasets and strategic execution, ensuring that our business leaders make data-driven decisions. You will be the primary architect determining whether we are focusing on the right initiatives and systematically measuring the direct business impact of changes to our global post‑sales strategy.

Key Responsibilities

• Strategic Business Analysis & Impact Modeling Drive Data-Driven Decisions: Partner directly 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 that move past baseline usage metrics to quantify actual gross retention rate (GRR) improvements, net revenue retention (NRR) gains, and process efficiencies. Planning Execution: Lead the quantitative analysis for complex special projects, including annual account carves, territory balancing, and customer segmentation strategies.
• \"Vibe Coding\" & Intelligent Ecosystem Integration Leverage the AI Stack: using Large Language Models (LLMs like ChatGPT, Claude, and Gemini) to rapidly prototype scripts, automate ad-hoc reporting requests, and build lightweight data workflows. Optimize Next-Gen BI Tools: Actively leverage the native AI components within Snowflake and our broader business intelligence stack to accelerate context gathering and surface predictive customer trends. Connect Systems of Record: Map out how multi-source data flows between our primary platforms (Salesforce, Gainsight, Gong, and Snowflake) to create a unified, accurate view of the post-sales ecosystem.
• Data Governance & Operational Querying Production-Level SQL Execution: Write high-performance, production-grade SQL queries directly within Snowflake to manipulate and model complex datasets. Requirement Ownership: Serve as part of the core CX liaison to the Enterprise Data & Analytics (ED&A) team, owning downstream data requirements and standardizing metric definitions.

What You Bring to the Role

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

The AI first Mindset: Highly proficient at utilizing generative AI interfaces to write code, connect APIs, and automate manual data extraction processes.

Technical & Analytics Fluency: Advanced production-level SQL skills with deep knowledge of data warehousing frameworks (Snowflake) and multi-source data mapping.

Domain Expertise: Deep understanding of post‑sales motions, including customer success lifecycles, health scoring methodologies, and financial metrics like GRR and NRR.

Systems Mastery: Strong hands‑on experience pulling data from and building within core tech stacks, specifically Salesforce, Gainsight, and Gong.

Horizontal Influence: Exceptional stakeholder management and communication skills, with a proven capability to translate highly technical findings into clear, strategic narratives that guide executive leadership.

Success Measures

Insight Deliverables: The volume, accuracy, and strategic relevance of completed quarterly analyses and forward-looking data models.

Stakeholder Trust: Qualitative feedback from CX directors and leaders regarding data clarity, paired with a high frequency of leaders proactively seeking this role for strategic input.

North-Star Impact: Clear validation that the analytics, playbooks, and risk-flagging models delivered are directly moving the needle on customer adoption and retention.

Compensation

The US annualized base salary range for this position is $139,000.00-$209,000.00. This position may also be eligible for bonus, benefits, or related incentives.

Location & Working Arrangements

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.

Equal Opportunity Statement

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here. Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. 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.

About the Company

Zendesk is on a mission to simplify the complexity of business and make it easy for companies and customers to create connections. Our customer experience software unlocks the power of billions of interactions, enabling businesses to build rich, meaningful relationships with their customers. What’s it like to work here? Our offices reflect the global cities we call home, and have spaces for collaboration, quiet, and events. With our hybrid approach, you’ll experience flexibility and connection, collaboration, and learning with your team.