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 Director, Commercial Pricing Strategy to design, operationalize, and scale the next generation of Zendesk’s revenue models and go-to-market plays. You will lead high-impact initiatives across pricing and packaging, monetization, deal discounting, competitive offers, and lifecycle analysis. You will report to a senior executive leader, lead a team of pricing professionals and collaborate closely with Product, Sales, Finance, Product Marketing, RevOps, Legal, and Customer Success—as well as directly with Zendesk customers and partners. The ideal candidate will possess deep expertise in SaaS pricing models, a strong analytical background, and a proven track record of driving significant business impact through strategic pricing initiatives. Responsibilities Commercial Strategy & Monetization - Define multi-year pricing, packaging, and monetization strategies covering our AI, Customer Experience and Employee Service Suite portfolios, and enterprise add-ons (Contact Center, WFM, QA, Data Privacy, and Copilot AI). - Lead monetization for new capabilities (especially AI), developing attractive pricing, value metrics, usage thresholds, and hybrid usage/commit structures. - Evolve packaging frameworks (good/better/best, bundle, consumption-tiered) across customer segments, geographies, and partnerships. - Conduct willingness-to-pay and elasticity research, run pricing pilots, and optimize based on robust data and market insights. - Chair an executive-level Pricing Committee to ensure cross-functional alignment on pricing decisions; Collaborate closely with product management and marketing to drive monetization agenda Revenue Model Transitions - Lead company-wide transitions to new revenue models, including migration planning for the installed base and corresponding customer/stakeholder communication strategies. - Partner cross-functionally to drive alignment across CPQ, billing, SKU taxonomy, entitlements, and data/analytics to ensure operational accuracy and financial integrity. - Develop policies for grandfathering, renewals, and revenue protection during transitions. Competitive Offers and price execution - Design and launch competitive programs focused on winning market share from key competitors - Structure compelling promotions and pricing frameworks with clear financial and strategic benefit to Zendesk, partners, and customers - Drive initiatives to reduce discounting and strengthen pricing discipline across global sales and partner motions Growth & Lifecycle Analytics - Own CLTV, CAC payback, attach/expansion, and monetization analytics frameworks and reporting dashboards. - Monitor ARR/NRR, attach rates, and deal cycle metrics to drive ongoing performance optimization via pricing Qualifications Bachelor's degree in Business, Finance, Economics, or a related quantitative field; MBA preferred. 10+ years of experience in pricing strategy, with at least 5 years in a leadership role within a SaaS company. Strong analytical and quantitative skills, with proficiency in financial modeling and data analysis tools. Deep fluency in pricing research methods (WTP, conjoint, elasticity, AB testing) Proven ability to translate complex data into actionable pricing strategies and business insights. Excellent communication and presentation skills, with the ability to influence stakeholders at all levels. Demonstrated ability to lead and develop a high-performing team. Strong project management skills with the ability to manage multiple initiatives simultaneously. Proven success leading pricing for multi-product portfolios at scale. Experience leading cross-functional executive initiatives and influencing at the C-suite level. Nice to have - Experience monetizing AI and automation features in SaaS. - Knowledge of customer service, contact center, and employee service software. - Experience in usage or consumption-based pricing models is a huge plus. - Experience in large-scale pricing programs or revenue model transitions. #LI-SM12 The US annualized base salary range for this position is $206,000.00-$308,000.00. 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. Zendesk is on a mission to simplify the complexity of business and make it easy for companies and customers to create connections. Our customer experience software unlocks the power of billions of interactions, enabling businesses to build rich, meaningful relationships with their customers. What’s it like to work here? Our offices reflect the global cities we call home, and have spaces for collaboration, quiet, and events. With our hybrid approach, you’ll experience flexibility and connection, collaboration, and learning with your team. We’re aware of an increase in recruitment scams where individuals falsely claim to represent Zendesk. These scammers may ask for money or personal information by offering fake job opportunities through e-mail, text message or social media. Please verify the source of any job-related communications carefully. All official Zendesk communications are conducted through "@zendesk.com" email addresses. If you encounter suspicious messages, do not respond and report them to peopleandplaces@zendesk.com
