Senior Manager, CX Data and Insights

🕒 August 7

⛷️ Utah – Remote

⛷️ Utah – Remote

💵 $139k - $209k / year

⏰ Full Time

🟠 Senior

👔 Manager

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Zendesk

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 2007

💼 Consulting

📣 Marketing

📦 Logistics

💰 Grant on 2019-09

Consulting • Marketing • Logistics

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 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 identify churn and contraction drivers • Design and execute impact measurement models to quantify GRR improvements, NRR gains, and process efficiencies • Lead quantitative analysis for annual account carves, territory balancing, and customer segmentation strategies • Use LLMs such as ChatGPT, Claude, and Gemini to prototype scripts, automate reporting, and build lightweight data workflows • Leverage AI capabilities in Snowflake and business intelligence tools to surface predictive customer trends • Map data flows across Salesforce, Gainsight, Gong, and Snowflake to create a unified post-sales ecosystem view • Write production-grade SQL queries in Snowflake to manipulate and model complex datasets • Own downstream data requirements and standardize metric definitions as a liaison to the ED&A team • Translate technical findings into strategic narratives for executive leadership • Deliver quarterly analyses, forward-looking data models, analytics playbooks, and risk-flagging models that improve customer adoption and retention

🎯 Requirements

• 7+ years of experience in Strategy & Operations, Advanced Data Analytics, or Customer Success Operations within a high-growth B2B SaaS environment • Highly proficient in using generative AI interfaces to write code, connect APIs, and automate manual data extraction • Advanced production-level SQL skills • Deep knowledge of Snowflake and data warehousing frameworks • Experience with multi-source data mapping • Deep understanding of post-sales motions, customer success lifecycles, health scoring methodologies, GRR, and NRR • Strong hands-on experience with Salesforce, Gainsight, and Gong • Exceptional stakeholder management and communication skills • Proven ability to translate technical findings into clear strategic narratives for executive leadership

🏖️ Benefits

• Bonus eligibility • Benefits eligibility • Related incentives • Flexible remote work for part of the week • Hybrid way of working with opportunities to connect, collaborate, and learn in person • Reasonable accommodations for applicants with disabilities and disabled veterans