The intelligent heart of customer experience.
Senior Manager, CX Data and Insights
Location
Utah
Posted
2 days ago
Salary
$139K - $209K / year
Seniority
Senior
Job Description
Senior Manager, CX Data and Insights
Zendesk
• 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.
Job 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
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