Strategy and Operations, Principal, Renewals

Job Description

CXSO Renewals Strategy and Analytics - 

About the Role

At Zendesk, we believe the future of customer success is rooted in human connection, driven by insight, and amplified by operational excellence. We are looking for a Strategy & Analytics Partner within our Data and Insights group to serve as the primary architect and orchestrator for our Global Renewals organization.

In this high-impact role, you will be the primary business partner to our VP of Renewals, bridging the gap between frontline renewal management and strategic execution. You aren't just managing tasks; you are designing the "connective tissue" that ensures our Renewals team hits its objectives, Gross Retention Rate (GRR), and revenue outcomes through sophisticated data insights and robust process development. Your focus will be on maximizing the retention of Annual Recurring Revenue (ARR), providing deep insights into churn and contraction, and building sophisticated models to set and track targets for GRR and Churn & Contraction (C+C).

Key Responsibilities

• Strategic Business Partnership: Act as the primary business partner to the VP of Renewals, providing data-driven recommendations to improve retention strategies and global operational efficiency.

• Forecasting & Modeling: Build and maintain robust forecasting models for renewals, GRR, and C+C. Predict churn and contraction with high accuracy to inform executive decision-making, utilizing systems and tools such as Clari or Gong to drive visibility into the renewal pipeline.

• Target Setting: Lead the strategic process for setting quarterly and annual renewal targets, ensuring alignment with overall company financial goals and revenue integrity.

• Process Optimization: Deeply understand and improve internal team processes for contract negotiation and renewal management within Salesforce (SFDC).

• AI & Technology Integration: Leverage AI and advanced analytical tools to automate forecasting, identify at-risk accounts, and optimize renewal workflows to move from "reactive firefighting" to proactive execution.

• Data Insights & Ecosystem Integration: Consolidate complex, multi-source data sets into unified, actionable dashboards that provide visibility into pipeline health and attainment.

What You Bring to the Role

• Experience: 7-10+ years in Strategy & Operations within a high-growth B2B SaaS environment with a multi-product portfolio.

• Domain Expertise: Deep understanding of the Renewals lifecycle, specifically ARR, GRR, NRR, and churn dynamics, alongside experience in contract negotiation workflows.

• Strategic Thinker with Operational Rigor: You can balance big-picture goals with the disciplined execution of detailed tasks, translating complex data into clear strategic narratives for executive leadership.

• Technical Proficiency: High level of comfort with Salesforce (SFDC) for managing renewal cycles. Proficiency in using forecasting systems like Clari or Gong and experience with AI/ML tools for predictive analytics.

• Systems and Tooling: Proficiency in SQL, Excel/Sheets, and BI tools (Looker or Tableau preferred).

Success Measures

• Data Visibility: Development of unified reporting and dashboards that provide a "full book of business" view into renewals health and performance metrics.

• Retention Attainment: Direct contribution to understanding customer needs, bookings attainment, and the consistent retention of ARR.

• Operational Scalability: Successful global implementation and adoption of standardized renewal workflows that reduce ambiguity and operational silos.

This is a high-impact role at the intersection of technology and customer value. You'll directly enable Zendesk's Renewals team to engage smarter, faster, and more proactively—helping us retain and grow our customer base in 2026 and beyond.

The US annualized base salary range for this position is $178,000.00-$266,000.00. This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives.

The intelligent heart of customer experience

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to [email protected] with your specific accommodation request.