Zendesk

6 days ago

Sr. Manager CX Data and Insights

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 9 hours agoStatus: Live

Job Summary

Partner with CX leadership to deliver data-driven guidance and impact modeling for Zendesk’s global post-sales strategy. Lead churn, contraction, and lifecycle analyses using customer health, product usage, and support trends. Build retention-focused measurement models (GRR/NRR) and quantify process efficiencies. Prototype faster analytics using LLMs, connect Salesforce/Gainsight/Gong/Snowflake into unified views, and execute production-grade SQL while standardizing metrics with the Enterprise Data & Analytics team.

Location: Utah

Workplace: Remote

Employment Type: Full time

Job Function: Data Analytics & Business Intelligence

Key Responsibilities

•Partner with CX directors and executive leadership to deliver prescriptive, data-backed guidance for strategic planning.
•Perform lifecycle and churn analytics using customer health scores, product usage, and support trends to identify churn and contraction drivers.
•Design and execute impact measurement models to quantify GRR improvements, NRR gains, and process efficiencies beyond baseline usage metrics.
•Lead quantitative analysis for complex special projects, including annual account carves, territory balancing, and customer segmentation.
•Prototype and automate analytics using LLMs and integrate data flows across Salesforce, Gainsight, Gong, and Snowflake for a unified post-sales view.

Pay and Benefits

Salary: USD 139,000 - 209,000 annually

Key Requirements

•7+ years of experience in Strategy & Operations, Advanced Data Analytics, or Customer Success Operations in a high-growth B2B SaaS environment.
•Advanced production-level SQL skills and deep knowledge of data warehousing frameworks, including Snowflake.
•Strong technical fluency connecting multi-source data and owning standardized metric definitions across systems.
•Domain expertise in post-sales motions, including customer success lifecycles, health scoring, and GRR/NRR metrics.
•Hands-on experience pulling from and building within Salesforce, Gainsight, and Gong.

Experience:7+ yearsB2B SaaSCustomer success

Skills:Stakeholder managementCommunicationData-driven decision makingTranslating insightsCross-functional collaboration

Tech Stack:SQLSnowflakeSalesforceGainsightGongChatGPTClaudeGeminiLLMsAPIs

Company Brief

Zendesk

Provides cloud-based customer service and engagement software, including help desk, ticketing, chat, and CRM tools that enable businesses to manage customer support, self-service, and omnichannel communication at scale.

Industry: Enterprise Software

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Established Company

Valuation: Decacorn (USD 10B+)

Funding: Private Equity Backed

Headquarters: San Francisco, United States

Founded: 2007

Glassdoor: 4.0

Website LinkedIn Glassdoor

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Zendesk

6 days ago

Sr. Manager CX Data and Insights

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 9 hours agoStatus: Live

Job Summary

Location: Utah

Workplace: Remote

Employment Type: Full time

Job Function: Data Analytics & Business Intelligence

Key Responsibilities

•Partner with CX directors and executive leadership to deliver prescriptive, data-backed guidance for strategic planning.
•Perform lifecycle and churn analytics using customer health scores, product usage, and support trends to identify churn and contraction drivers.
•Design and execute impact measurement models to quantify GRR improvements, NRR gains, and process efficiencies beyond baseline usage metrics.
•Lead quantitative analysis for complex special projects, including annual account carves, territory balancing, and customer segmentation.
•Prototype and automate analytics using LLMs and integrate data flows across Salesforce, Gainsight, Gong, and Snowflake for a unified post-sales view.

Pay and Benefits

Salary: USD 139,000 - 209,000 annually

Key Requirements

•7+ years of experience in Strategy & Operations, Advanced Data Analytics, or Customer Success Operations in a high-growth B2B SaaS environment.
•Advanced production-level SQL skills and deep knowledge of data warehousing frameworks, including Snowflake.
•Strong technical fluency connecting multi-source data and owning standardized metric definitions across systems.
•Domain expertise in post-sales motions, including customer success lifecycles, health scoring, and GRR/NRR metrics.
•Hands-on experience pulling from and building within Salesforce, Gainsight, and Gong.

Experience:7+ yearsB2B SaaSCustomer success

Skills:Stakeholder managementCommunicationData-driven decision makingTranslating insightsCross-functional collaboration

Tech Stack:SQLSnowflakeSalesforceGainsightGongChatGPTClaudeGeminiLLMsAPIs

Company Brief

Zendesk

Industry: Enterprise Software

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Established Company

Valuation: Decacorn (USD 10B+)

Funding: Private Equity Backed

Headquarters: San Francisco, United States

Founded: 2007

Glassdoor: 4.0

Website LinkedIn Glassdoor