Department: Customer Experience Strategy & Operations
Location: Remote / Flexible
Reports to: Tuyen Wu
At Zendesk, we believe the future of customer success is rooted in human connection, driven by insight, and amplified by operational excellence. The Zendesk Customer Experience (CX) organization is undergoing a massive transformation, and we need a heavy-hitting Senior Analyst, to join our CX Data & Insights team to uplevel our capabilities across the business.
This Individual Contributor (IC) role is designed as a "quantitative swiss army knife" who can act as a trusted advisor to CX leadership. In this role, you will bridge the gap between complex datasets and strategic execution, ensuring that our business leaders make data-driven decisions. You will be the primary architect determining whether we are focusing on the right initiatives and systematically measuring the direct business impact of changes to our global post-sales strategy.
Key Responsibilities:
1. Strategic Business Analysis & Impact Modeling
Strategic Forecasting: Own the global renewals forecast model and deliver predictive ARR retention insights directly to executive leadership.
Predictive Churn Modeling: Build advanced risk-scoring matrices based on complex datasets like product usage, support tickets, and billing histories.
Data Governance: Lead data hygiene initiatives across Salesforce, data warehouses, and customer success platforms to ensure a single source of truth
Drive Data-Driven Decisions: Partner directly with CX directors, managers, and executive leadership to deliver prescriptive, data-backed guidance for strategic planning.
Lifecycle & Churn Analytics: Analyze customer health scores, product usage, and support trends to perform deep-dive retrospective analyses on churn and contraction drivers.
Quantify Strategic Value: 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.
Planning Execution: Lead the quantitative analysis for complex special projects, including annual account carves, territory balancing, and customer segmentation strategies.
2. "Vibe Coding" & Intelligent Ecosystem Integration
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.
Optimize Next-Gen BI Tools: Actively leverage the native AI components within Snowflake and our broader business intelligence stack to accelerate context gathering and surface predictive customer trends.
Connect Systems of Record: 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.
3. Data Governance & Operational Querying
Production-Level SQL Execution: Write high-performance, production-grade SQL queries directly within Snowflake to manipulate and model complex datasets.
Requirement Ownership: Serve as part of the core CX liaison to the Enterprise Data & Analytics (ED&A) team, owning downstream data requirements and standardizing metric definitions.
What You Bring to the Role
Experience: 7+ years of experience in Strategy & Operations, Advanced Data Analytics, or Customer Success Operations within a high-growth B2B SaaS environment.
The AI first Mindset: Highly proficient at utilizing generative AI interfaces to write code, connect APIs, and automate manual data extraction processes.
Technical & Analytics Fluency: Advanced production-level SQL skills with deep knowledge of data warehousing frameworks (Snowflake) and multi-source data mapping.
Domain Expertise: Deep understanding of post-sales motions, including customer success lifecycles, health scoring methodologies, and financial metrics like GRR and NRR.
Systems Mastery: Strong hands-on experience pulling data from and building within core tech stacks, specifically Salesforce, Gainsight, and Gong.
Horizontal Influence: Exceptional stakeholder management and communication skills, with a proven capability to translate highly technical findings into clear, strategic narratives that guide executive leadership.
Success Measures
Insight Deliverables: The volume, accuracy, and strategic relevance of completed quarterly analyses and forward-looking data models.
Stakeholder Trust: Qualitative feedback from CX directors and leaders regarding data clarity, paired with a high frequency of leaders proactively seeking this role for strategic input.
North-Star Impact: Clear validation that the analytics, playbooks, and risk-flagging models delivered are directly moving the needle on customer adoption and retention.
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
- 7+ years experience in Strategy & Operations, Advanced Data Analytics, or Customer Success Operations within high-growth B2B SaaS
- Advanced production-level SQL skills and experience writing high-performance queries in Snowflake
- Hands-on experience with Snowflake data warehousing and multi-source data mapping
- Proven experience building predictive churn models and owning renewals/ARR retention forecasting
- Practical experience using generative AI/LLMs (e.g., ChatGPT, Claude, Gemini) to prototype scripts, connect APIs, and automate reporting
- Experience pulling data from and building within Salesforce, Gainsight, and Gong
- Deep understanding of post-sales motions, customer success lifecycles, health scoring methodologies, and financial metrics (GRR, NRR)
- Strong stakeholder management and communication skills; able to translate technical findings for executive leadership
- Experience leading data governance, data hygiene, and standardizing metric definitions across platforms
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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