Zendesk

Sr. Manager CX Data and Insights

Remote, Utah, United States of America · Senior

Sponsorship not specified$139k-$209kDetected 6 days ago

SQLSnowflakeData AnalysisLLMsStakeholder ManagementSalesforceCustomer SuccessZendeskLeadershipCommunication

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.
In this role, you will bridge the gap between complex datasets and strategic execution, ensuring that our business leaders make data-driven decisions.

Drive Data-Driven Decisions: Partner directly with CX directors, managers, and executive leadership to deliver prescriptive, data-backed guidance for strategic planning.
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.
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.
Systems Mastery: Strong hands-on experience pulling data from and building within core tech stacks, specifically Salesforce, Gainsight, and Gong.

7+ years of experience in Strategy & Operations, Advanced Data Analytics, or Customer Success Operations within a high-growth B2B SaaS environment.
Advanced production-level SQL skills with deep knowledge of data warehousing frameworks (Snowflake) and multi-source data mapping.
Today we power billions of conversations with brands you know and love.

Planning Execution: Lead the quantitative analysis for complex special projects, including annual account carves, territory balancing, and customer segmentation strategies.
The US annualized base salary range for this position is $139,000.00-$209,000.00.
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.

Analyze customer health scores, product usage, and support trends to perform deep-dive retrospective analyses on churn and contraction drivers.
Deep understanding of post-sales motions, including customer success lifecycles, health scoring methodologies, and financial metrics like GRR and NRR.
This position may also be eligible for bonus, benefits, or related incentives.
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.

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.
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.

equal opportunity employer, and we're proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace.
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.

This listing is sourced directly from Zendesk's careers page and normalized into a canonical job model.