Zendesk

1 day ago

Sr. Manager CX Data and Insights (Renewals)

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 7 hours agoStatus: Live

Job Summary

Own the global renewals forecast and build predictive churn and impact models that help CX leadership improve ARR retention. Lead data governance and hygiene across Salesforce, data warehouses, and CX platforms to establish a single source of truth. Use SQL in Snowflake, integrate multi-source systems, and leverage LLM-driven automation to deliver prescriptive insights, metric standardization, and measurable improvements to GRR/NRR and retention strategies.

Location: California

Workplace: Hybrid

Employment Type: Full time

Job Function: Data Analytics & Business Intelligence

Seniority: Sr. Manager level

Key Responsibilities

•Own the global renewals forecast model and deliver predictive ARR retention insights to executive leadership.
•Build predictive churn risk-scoring matrices using datasets such as product usage, support tickets, and billing histories.
•Lead data governance and hygiene initiatives across Salesforce, data warehouses, and customer success platforms to ensure a single source of truth.
•Develop impact measurement models to quantify GRR improvements, NRR gains, and process efficiencies beyond baseline usage.
•Use LLM-assisted automation and Snowflake BI capabilities to prototype scripts, automate reporting workflows, and integrate multi-source data into unified insights.

Pay and Benefits

Salary: USD 148,000 - 222,000 annually

Key Requirements

•7+ years 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 (Snowflake) and multi-source data mapping.
•Highly proficient with generative AI interfaces to write code and automate manual data extraction; comfortable connecting APIs.
•Deep domain knowledge of post-sales motions including customer success lifecycles, health scoring, and metrics like GRR and NRR.
•Strong hands-on experience working across Salesforce, Gainsight, and Gong, with exceptional stakeholder communication and the ability to translate technical findings into strategic narratives.

Experience:7+ yearsB2B SaaSCustomer success operationsAdvanced data analyticsStrategy & operations

Skills:Stakeholder managementCommunicationData-driven decision makingStrategic narrative development

Tech Stack:SQLSnowflakeSalesforceGainsightGongLarge Language ModelsChatGPTClaudeGeminiAPIs

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

1 day ago

Sr. Manager CX Data and Insights (Renewals)

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 7 hours agoStatus: Live

Job Summary

Location: California

Workplace: Hybrid

Employment Type: Full time

Job Function: Data Analytics & Business Intelligence

Seniority: Sr. Manager level

Key Responsibilities

•Own the global renewals forecast model and deliver predictive ARR retention insights to executive leadership.
•Build predictive churn risk-scoring matrices using datasets such as product usage, support tickets, and billing histories.
•Lead data governance and hygiene initiatives across Salesforce, data warehouses, and customer success platforms to ensure a single source of truth.
•Develop impact measurement models to quantify GRR improvements, NRR gains, and process efficiencies beyond baseline usage.
•Use LLM-assisted automation and Snowflake BI capabilities to prototype scripts, automate reporting workflows, and integrate multi-source data into unified insights.

Pay and Benefits

Salary: USD 148,000 - 222,000 annually

Key Requirements

•7+ years 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 (Snowflake) and multi-source data mapping.
•Highly proficient with generative AI interfaces to write code and automate manual data extraction; comfortable connecting APIs.
•Deep domain knowledge of post-sales motions including customer success lifecycles, health scoring, and metrics like GRR and NRR.
•Strong hands-on experience working across Salesforce, Gainsight, and Gong, with exceptional stakeholder communication and the ability to translate technical findings into strategic narratives.

Experience:7+ yearsB2B SaaSCustomer success operationsAdvanced data analyticsStrategy & operations

Skills:Stakeholder managementCommunicationData-driven decision makingStrategic narrative development

Tech Stack:SQLSnowflakeSalesforceGainsightGongLarge Language ModelsChatGPTClaudeGeminiAPIs

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