Senior Manager, CX Data and Insights

Zendesk

Senior Analyst for CX Data & Insights at Zendesk harnessing data to drive strategic decision-making and improve customer experience through data analysis and operational excellence.

Posted 7/8/2026full-timeRemote • North Carolina • 🇺🇸 United StatesSenior💰 $139,000 - $209,000 per yearWebsite

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

Partner directly with CX directors, managers, and executive leadership to deliver prescriptive, data-backed guidance for strategic planning.
Analyze customer health scores, product usage, and support trends to perform deep-dive retrospective analyses on churn and contraction drivers.
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.
Lead the quantitative analysis for complex special projects, including annual account carves, territory balancing, and customer segmentation strategies.
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.
Actively leverage the native AI components within Snowflake and our broader business intelligence stack to accelerate context gathering and surface predictive customer trends.
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.
Write high-performance, production-grade SQL queries directly within Snowflake to manipulate and model complex datasets.
Serve as part of the core CX liaison to the Enterprise Data & Analytics (ED&A) team, owning downstream data requirements and standardizing metric definitions.

Requirements

What you’ll need

7+ years of experience in Strategy & Operations, Advanced Data Analytics, or Customer Success Operations within a high-growth B2B SaaS environment.
Highly proficient at utilizing generative AI interfaces to write code, connect APIs, and automate manual data extraction processes.
Advanced production-level SQL skills with deep knowledge of data warehousing frameworks (Snowflake) and multi-source data mapping.
Deep understanding of post-sales motions, including customer success lifecycles, health scoring methodologies, and financial metrics like GRR and NRR.
Strong hands-on experience pulling data from and building within core tech stacks, specifically Salesforce, Gainsight, and Gong.
Exceptional stakeholder management and communication skills, with a proven capability to translate highly technical findings into clear, strategic narratives that guide executive leadership.

Benefits

Comp & perks

Bonuses
Benefits
Related incentives

ATS Keywords

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Hard Skills & Tools

Data AnalyticsSQL QueryingData MappingImpact Measurement ModelsChurn AnalysisRetention MetricsCustomer SegmentationData Workflow AutomationPerformance MeasurementTechnical Narrative Development

Soft Skills

Communication SkillsStakeholder ManagementStrategic ThinkingAnalytical ThinkingCollaboration