Senior Manager, CX Data and Insights
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Senior Analyst for Zendesk's Customer Experience (CX) team, utilizing advanced data analytics for strategic decision-making. Driving impactful business outcomes through data-driven insights and operational excellence.
Responsibilities:
- 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.
- Using Large Language Models (LLMs) 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 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:
- Competitive salary
- Flexible working hours
- Professional development opportunities
- Remote work options
Similar Jobs
Principal Data Scientist – Machine Learning, AI
Data Scientist at Accelerant develops machine learning and AI systems improving decisions in insurance. Collaborative role tackling various machine learning and AI challenges in pricing, underwriting, and operations.
Data Scientist, Energy/Air Quality
Data Scientist at CREA analyzing energy and air pollution data. Collaborating with teams to produce timely, policy-relevant insights for clean energy and air quality.
Senior Client Success Manager, Data & Marketing
Senior Client Success Manager focusing on data-driven marketing strategies for U.S. banks and credit unions. Managing client relationships and ensuring optimal use of Alkami’s Data and Marketing solutions.
Senior Product Manager – Data/API
Senior Product Manager leading strategy and execution for data platform and API products at Quavo. Focuses on delivering scalable, reliable data capabilities in a regulated environment.
Business Development Manager, Data Center Power
Business Development Manager driving growth and market presence in data center power infrastructure. Leveraging industry knowledge for Vaisala's sales team across the United States.
Data Scientist, Mid-level
Data scientist applying statistical models and machine learning within BI team at Mercafacil in Brazil. Collaborating with product and operations teams to ensure real value from models.
Staff Data Scientist
Staff Data Scientist enhancing credit modeling and risk analytics for Cashalo, supporting funding for underserved communities in the Philippines. Join a lean team using advanced modeling techniques with a focus on data-driven decisions.
Data & AI Technical Lead
Data & AI Technical Lead designing and building data and AI systems for government and national security organizations. Leading architecture and technical design initiatives across data and AI domains.
Project Manager – Data Center Program Delivery
Project Manager for data center program delivery in the QC Ecosystem. Leading large-scale infrastructure and data center programs while ensuring stakeholder alignment and project execution.
Junior Data Scientist
Data Scientist responsible for data analysis, model development, and collaboration in Brazil. Exploring data, translating complex metrics into reports for various stakeholders.
Data Implementation, Data Delivery Manager
Data Implementation & Data Delivery Manager overseeing client data experiences for educational institutions. Ensuring smooth onboarding and clear communication between clients and engineering teams.
Clinical Data Science Lead
Clinical Data Science Lead at ICON driving data science initiatives within clinical trials. Managing analytical needs and mentoring team members to deliver quality outcomes and insights.
Associate Director, MedTech Epidemiology, Real-World Data Sciences
Associate Director in MedTech leading innovative epidemiology research for cardiovascular products at Johnson & Johnson. Utilizing big data analytics to inform medical decision-making and improve patient care.
Assistant Manager – Data Research
Assistant Manager leading a team in Banking/Investing domain at Forbes Advisor. Ensuring high-quality project delivery and driving operational excellence while contributing to process improvements.
Data Scientist, Associate Manager
Data Science leader shaping data-driven decisions at Allstate. Leading machine learning applications and mentoring junior scientists.
Data Scientist 2
Data Scientist 2 developing machine learning models and analyzing large datasets for Comcast Advertising. Collaborating with teams to deliver data-driven insights and scalable analytical solutions.
Senior Data Scientist
Senior Data Scientist focusing on AI/ML solutions for Comcast Advertising. Leading initiatives, mentoring teams, and delivering innovative technology solutions.
Staff Technical Program Manager, Data Marketplace
Technical Program Manager managing end-to-end program initiatives in Data Marketplace at LiveRamp. Collaborating across teams to ensure alignment and successful project execution.
Data Scientist – Responsible AI
Data Scientist supporting Empower’s Responsible AI strategy through data evaluation and statistical analysis. Collaborating with engineers and stakeholders to ensure responsible application of AI technologies.
Lead Data Product Manager
Lead Data Product Manager role at Workiva, focusing on data product development and stakeholder collaboration. Responsible for roadmap definition, product lifecycle, and cross-functional partnerships.