Sr. Manager CX Data and Insights

Job Description

About the Role

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:

1. 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.

2. "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.

3. 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.

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.

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 peopleandplaces@zendesk.com with your specific accommodation request.