Senior Manager, CX Data and Insights

🔥 13 hours ago

🌲 North Carolina – Remote

🌲 North Carolina – Remote

💵 $139k - $209k / year

⏰ Full Time

🟠 Senior

📊 Data Scientist

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Zendesk

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 2007

☁️ SaaS

🤝 B2B

💰 Grant on 2019-09

SaaS • B2B • Customer Support

Zendesk is a company that provides a comprehensive suite of customer service and sales solutions. Their offerings include messaging, live chat, AI-driven automation, data privacy and protection, and an agent workspace, all designed to enhance customer experience and support operations. Their platform is designed to be flexible and scalable, catering to businesses of all sizes, including small enterprises, startups, and large corporations. Zendesk emphasizes the importance of integrated workflows and personalized customer interactions, leveraging customer data and AI to improve service efficiency. Additionally, they provide professional services, resources for training, and a strong emphasis on diversity, inclusion, and sustainability.

📋 Description

• 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

• 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

• Bonuses • Benefits • Related incentives