Job Description

Company Overview

Zendesk powers modern, AI-first customer service for organizations of all sizes. Our platform combines ticketing, messaging, help center, voice, analytics, and workforce/quality tools with AI agents and Copilot, delivered with predictable per-agent pricing and robust add-ons. We differentiate with speed, agility, and an intuitive, out-of-the-box platform that’s trusted by more than 160,000 businesses worldwide.

Role Overview

We are seeking a strategic and hands-on Senior Manager, Pricing Strategy to support and drive monetization of Zendesk products. The role involves investigating and evaluating pricing and packaging strategies to capitalize on market opportunities and accelerate Zendesk growth. The role is a unique opportunity to develop cross-functional and cross-product expertise in pricing and packaging strategy while gaining exposure to a variety of high priority products and market expansion initiatives. The Senior Manager will collaborate with leaders across the org to help craft new business models, define strategies for new offerings, optimize packaging & pricing for existing products, and drive overall monetization.

You will collaborate closely with Product, Sales, Finance, Product Marketing, RevOps, Legal, and Customer Success. The ideal candidate will possess experience in SaaS pricing models, a strong analytical background, and a proven track record of driving significant business impact through strategic pricing initiatives.

Responsibilities

Develop and optimize long term pricing and packaging strategies for Zendesk by collaborating with Product Management, Product Marketing, GTM, Finance, IT and other teams
Make informed data-driven recommendations using structured problem solving frameworks (e.g., form hypotheses, analyze data, validate hypotheses, make recommendation)
Proactively identify opportunities to enhance our existing portfolio by combining insights from market, competitive, customer and stakeholder research
Identify new pricing models while understanding their complexity and implications to existing customer base and portfolio
Clearly communicate pricing concepts, influence, and gain alignment on recommendations to senior leadership; work with cross-functional teams to operationalize them
Assist Product Operations in prioritizing launches and creating SKUs

Required Qualifications

8+ years of relevant working experience
Strong analytical, strategic, communication, and organizational skills with high attention to detail and ability to influence stakeholders at all levels
Ability to communicate complex concepts clearly and credibly to diverse audiences
Ability to manage multiple projects simultaneously, prioritizing competing deadlines and navigating complex stakeholder dynamics.
Skilled at identifying and developing solutions to complex strategic and operational problems across multiple functions
Ability to thrive in high-growth, performance-focused environments with frequent change
Ability to anticipate outcomes/challenges and to proactively adapt to situations
Intellectual curiosity and creative strategic thinking, with a passion for tackling complex challenges
Strong quantitative and analytical skills, capable of translating complex data into actionable pricing strategies and business insights
Experience designing and leading qualitative and quantitative research to test pricing and packaging hypotheses and drive sound decision-making
Advanced skills in Excel and PowerPoint (or equivalent)
Bachelor’s degree in Business, Finance, Economics, or related quantitative field

Preferred Qualifications

4+ years of SaaS Pricing Strategy experience
Experience in usage or consumption-based pricing models and/or monetizing AI
Prior management consulting, investment banking, corporate strategy, pricing/product strategy or product management experience
MBA preferred

The US annualized base salary range for this position is $140,000.00-$210,000.00. This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives.

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.

As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.

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.

Senior Manager, Pricing & Packaging