Strategy and Operations, Principal, Renewals

Job description

Job Description

About the Role

At Zendesk, we believe the future of customer success is rooted in human connection, driven by insight, and amplified by operational excellence. We are looking for a Strategy & Analytics Partner within our Data and Insights group to serve as the primary architect and orchestrator for our Global Renewals organization.

In this high-impact role, you will be the primary business partner to our VP of Renewals, bridging the gap between frontline renewal management and strategic execution. You aren't just managing tasks; you are designing the "connective tissue" that ensures our Renewals team hits its objectives, Gross Retention Rate (GRR), and revenue outcomes through sophisticated data insights and robust process development. Your focus will be on maximizing the retention of Annual Recurring Revenue (ARR), providing deep insights into churn and contraction, and building sophisticated models to set and track targets for GRR and Churn & Contraction (C+C).

Key Responsibilities

• Strategic Business Partnership: Act as the primary business partner to the VP of Renewals, providing data-driven recommendations to improve retention strategies and global operational efficiency.

• Forecasting & Modeling: Build and maintain robust forecasting models for renewals, GRR, and C+C. Predict churn and contraction with high accuracy to inform executive decision-making, utilizing systems and tools such as Clari or Gong to drive visibility into the renewal pipeline.

  This is an excerpt. Read the full job description on Zendesk careers →