Job Description
Senior Manager, Growth Analytics
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.
What you’ll be doing
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.