Data Analyst, Customer Success Strategy

Job Description

The Customer Success Strategy & Automation Team at Zendesk accelerates customer value, adoption, and retention by enabling the Customer Success organization to operate with consistency at global scale. We do this through tooling, automation, processes and enablement—all in service of our goal of delivering best-in-class customer experience.
 

We’re looking for a Data Analyst to join our team. In this role, you’ll turn complex customer data into actionable insights that help drive retention, product adoption, and expansion — all in service of our mission to drive best-in-class GRR. You’ll be a strategic partner to Customer Success leaders, surfacing trends and retention drivers that improve decision-making, scale best practices, and ultimately lead to more successful customers.

Responsibilities:

• Analyze customer data including health scores, product usage, support trends, and CS engagement data

• Build dashboards and reports to track key metrics related to GRR, adoption, retention, and risk

• Partner with CS leadership to define success metrics and provide insight into their book of business and team performance

• Analyze key churn and contraction drivers at different customer lifecycle stages to identify areas of opportunity

• Provide retrospective analysis on churned customers to inform Zendesk’s retention strategy

• Support segmentation, headcount planning, and coverage model analysis

• Drive CS analytics initiatives in partnership with RevOps, Enterprise Data and Analytics, and Product teams

• Translate business questions into actionable reporting and dashboards

Qualifications:

• 5+ years of experience in an analytics or business intelligence role, preferably in a B2B SaaS environment

• Proficiency in SQL, Excel/Sheets, and BI tools (Looker preferred)

• Understanding of customer success, retention, and post-sales engagement models

• Strong business acumen and ability to tie analysis to strategic impact

• Experience working with cross-functional stakeholders, including CS, Sales, and Product

• Strong communication skills — ability to explain data insights to non-technical audiences

• Experience working as an analyst supporting Customer Success preferred

• Experience working with Gainsight, Salesforce, or Snowflake preferred 

This is a high-impact role at the intersection of technology and customer value. You’ll directly enable Zendesk’s Customer Success team to engage smarter, faster, and more proactively — helping us retain and grow our customer base in 2025 and beyond.

Please note that anyone hired into this position must be physically located in and plan to work from Mexico City (CDMX) or Mexico State (Estado de Mexico).

Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.

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.

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 peopleandplaces@zendesk.com with your specific accommodation request.