Job Overview
Location
Remote, Texas, United States of America
Job Type
Full-time
Category
Operations
Date Posted
May 20, 2026
Full Job Description
đź“‹ Description
- • As a Strategy and Operations Principal for Renewals at Zendesk, you will serve as the primary business partner to the VP of Renewals, acting as the connective tissue between frontline renewal management and strategic execution to drive Gross Retention Rate (GRR) and revenue outcomes.
- • You will build and maintain forecasting models for renewals, GRR, and Churn & Contraction (C+C), leveraging tools like Clari or Gong to predict churn with high accuracy and inform executive decision-making.
- • You will lead target-setting processes for quarterly and annual renewal goals, optimize internal workflows in Salesforce, and integrate AI and advanced analytics to shift from reactive to proactive renewal execution.
- • You will consolidate multi-source data into unified dashboards, improve contract negotiation workflows, and ensure operational scalability across the global Renewals team to support ARR retention and growth in 2026 and beyond.
- • You will work within Zendesk’s Data and Insights group, contributing to a culture rooted in human connection, insight-driven customer success, and operational excellence, with hybrid flexibility and a commitment to diversity, equity, and inclusion.
🎯 Requirements
- • 7-10+ years of experience in Strategy & Operations within a high-growth B2B SaaS environment with a multi-product portfolio
- • Deep understanding of the Renewals lifecycle, including ARR, GRR, NRR, and churn dynamics, plus experience in contract negotiation workflows
- • Proficiency in Salesforce (SFDC) for managing renewal cycles and forecasting systems like Clari or Gong
- • Experience with AI/ML tools for predictive analytics and technical proficiency in SQL, Excel/Sheets, and BI tools (Looker or Tableau preferred)
- • Strategic thinker with operational rigor: ability to translate complex data into clear narratives for executive leadership while balancing big-picture goals with disciplined execution
🏖️ Benefits
- • Hybrid work model enabling purposeful in-person collaboration and remote flexibility
- • Commitment to diversity, equity, and inclusion with global initiatives and EEO/Veterans/Disabled employer status
- • Reasonable accommodations for applicants with disabilities and disabled veterans upon request
- • Transparent use of AI in screening with adherence to company guidelines and applicable law
- • Opportunity to directly impact Zendesk’s mission of powering billions of customer conversations with brands people love
Skills & Technologies
About Zendesk, Inc.
Zendesk, Inc. provides cloud-based customer service and engagement software that unifies support, sales, and customer communications. Its platform includes ticketing, messaging, knowledge bases, voice, AI bots, analytics, and workforce tools, integrating email, chat, social, phone, and self-service channels. Founded in 2007 and headquartered in San Francisco, the company serves over 100,000 paid customer accounts across industries worldwide, helping organizations improve customer satisfaction, agent productivity, and operational efficiency through scalable, open, and secure solutions.
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