Zendesk is looking for a Senior Manager, Growth Analytics to help Product Development improve how customers discover, adopt, and expand their use of Zendesk through a product-led growth motion. You will lead a team of analysts and serve as a strategic analytics partner to PLG Product Managers and Engineers across the customer journey, from acquisition and trial through activation, conversion, retention, and expansion. The role is hands-on enough to engage deeply with complex questions and senior enough to shape the analytics strategy, operating model, and capabilities that enable Product teams to make better decisions at scale.
What you’ll be doing
- Help leaders understand where the PLG journey is performing well, where customers encounter friction, and which opportunities are most likely to improve customer and business outcomes.
- Build effective working relationships across Sales, Marketing, Product, Engineering, and Data teams to drive self-service bookings, net customer growth and AI penetration.
- Partner with PLG Product Managers and Engineers to define business questions, measurable hypotheses, product goals, and success metrics.
- Lead and develop a team of growth analysts by setting priorities, providing coaching, and supporting career growth.
- Establish and evolve measurement for the PLG funnel, including acquisition, trial engagement, activation, conversion, retention, expansion, and customer value.
- Analyze customer behavior using segmentation, cohort, funnel, retention, and experimentation methods to identify opportunities and barriers to growth.
- Design measurement plans for product initiatives and experiments, including success metrics, guardrails, instrumentation requirements, and interpretation of results.
- Improve the quality and consistency of product analytics through trusted metric definitions, event tracking, reusable datasets, dashboards, and self-service reporting.
- Use AI-assisted tools to accelerate analysis, reporting, SQL and Python development, data modeling, and documentation while applying sound judgment to validate and improve the results.
What you bring to the role
- Significant experience in product analytics, growth analytics, business intelligence, data science, product operations, or a related field, ideally in a software or SaaS environment with a product-led or self-service motion.
- Experience designing, measuring, or interpreting product experiments and A/B tests, with an understanding of statistical concepts and causal reasoning.
- Strong SQL skills and experience working with complex data across multiple sources.
- Experience using Python, R, or another language for statistical analysis or data preparation.
- Experience with Snowflake, dbt, or comparable modern data platforms is helpful.
- Ability to define meaningful metrics and measurement plans in partnership with Product and Engineering, including familiarity with product instrumentation and event data.
- Experience building or guiding dashboards, self-service reporting, semantic or metric layers, and other reusable analytics assets. Familiarity with tools such as Looker, Tableau, Amplitude, Pendo, Segment or similar platforms is useful.
- Strong written, verbal, and visual communication skills, including the ability to explain complex findings, make recommendations, and tailor a message for technical and non-technical audiences.
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.
Skills Required
- Significant experience in product analytics, growth analytics, business intelligence, data science, product operations, or a related field
- Experience in a software or SaaS environment with a product-led or self-service motion
- Experience designing, measuring, or interpreting product experiments and A/B tests
- Understanding of statistical concepts and causal reasoning
- Strong SQL skills and experience working with complex data across multiple sources
- Experience using Python, R, or another language for statistical analysis or data preparation
- Experience with Snowflake, dbt, or comparable modern data platforms
- Ability to define meaningful metrics and measurement plans with Product and Engineering teams
- Familiarity with product instrumentation and event data
- Experience building or guiding dashboards, self-service reporting, semantic or metric layers, and reusable analytics assets
- Familiarity with Looker, Tableau, Amplitude, Pendo, Segment, or similar platforms
- Strong written, verbal, and visual communication skills
Zendesk Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Zendesk and has not been reviewed or approved by Zendesk.
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Fair & Transparent Compensation — The company states a commitment to publishing base pay ranges and advancing pay equity, helping employees gauge fairness. Public messaging on pay equity and transparency signals structured, consistent compensation practices.
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Leave & Time Off Breadth — Time away programs include flexible PTO, dedicated well‑being days, emergency time off, and pregnancy loss leave. Parental leave is described as generous, and travel support exists for reproductive care where access is restricted.
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Healthcare Strength — Benefits language highlights comprehensive medical, dental/vision, mental health access, and an employee assistance program. These offerings are positioned as part of holistic wellbeing support across regions.
Zendesk Insights
What We Do
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. We advocate for digital first customer experiences— and we stick with it in our workplace. Over 5,000 employees worldwide are collaborating from kitchen tables, home offices, co-working spaces, and Zendesk workspaces to make one team.
Why Work With Us
We know one desk doesn’t fit all. At Zendesk, we prioritize remote work because we believe great work happens anywhere. Digital first is more than where we work though. We give our employees flexibility and choice in both where and how they work while also trusting them to be a team player.
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