Senior Manager, Analytics

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.

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.

• 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.

• 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…