Senior Manager, Growth Analytics

About the role

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.

Responsibilities

• 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.

Qualifications

• 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.
• 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.
• 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.

Preferred qualifications

• Experience with Snowflake, dbt, or comparable modern data platforms is helpful.
• Familiarity with tools such as Looker, Tableau, Amplitude, Pendo, Segment or similar platforms is useful.

Pay

The US annualized base salary range for this position is $172,000.00-$258,000.00. This position may also be eligible for bonus, benefits, or related incentives.