Sr. Manager CX Data and Insights

Overview

At Zendesk, 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 transformation, and we are seeking a Senior Analyst to join the CX Data & Insights team as an Individual Contributor. This role acts as a trusted advisor to CX leadership, bridging complex datasets and strategic execution to guide data-driven decisions and measure the direct business impact of changes to our global post-sales strategy.

• Strategic Business Analysis & Impact Modeling
• 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.
• "Vibe Coding" & Intelligent Ecosystem Integration
• Leverage AI stack (LLMs like ChatGPT, Claude, Gemini) to prototype scripts, automate ad-hoc reporting, and build lightweight data workflows.
• Optimize next-gen BI tools by leveraging native AI components within Snowflake and the broader BI stack to accelerate context gathering and surface predictive trends.
• 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.
• Data Governance & Operational Querying
• 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 Enterprise Data & Analytics (ED&A) team, owning downstream data requirements and standardizing metric definitions.

• 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: proficiency with generative AI interfaces to write code, connect APIs, and automate manual data extraction processes.
• Technical & Analytics Fluency: advanced production-grade SQL skills with deep knowledge of data warehousing (Snowflake) and multi-source data mapping.
• Domain Expertise: strong understanding of post-sales motions, including customer success life cycles, health scoring methodologies, and financial metrics like GRR and NRR.
• Systems Mastery: hands-on experience pulling data from and building within core tech stacks (Salesforce, Gainsight, Gong).
• Horizontal Influence: excellent stakeholder management and communication skills with the ability to translate technical findings into clear, strategic narratives for executives.

• The volume, accuracy, and relevance of completed quarterly analyses and forward-looking data models.
• Stakeholder Trust: qualitative feedback from CX leaders on data clarity and frequent engagement for strategic input.
• North-Star Impact: evidence that analytics, playbooks, and risk-flagging models move customer adoption and retention.

The US annualized base salary range for this position is $-$. This role may be eligible for bonus, benefits, or related incentives. Compensation offers are based on job-related capabilities, relevant experience, and location.

Note:

The compensation details listed reflect base salary only (or OTE for commission-based roles) and do not include bonus, benefits, or incentives.

Zendesk is committed to fairness and transparency. We offer a hybrid work model with offices around the world and the flexibility to work remotely part of the week. We may use AI or automated decision systems to screen or evaluate applications in compliance with Company guidelines and applicable law. Zendesk is an equal opportunity employer and values diversity, equity, and inclusion.

We provide reasonable accommodations for applicants with disabilities as required by law.

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