Manager, SMB Sales

Job Description

Join us at Zendesk where were on a mission to power exceptional service for every person on the planet. Our AI-informed solutions turn every interaction into an opportunity for authentic human connection. Helping businesses deliver faster smarter and more personal experiences at scale.

To advance this vision were seeking an inspiring AI-forward Manager SMB Sales who is passionate about building high performance teams and shaping the future of our SMB this role you will lead a dynamic group of Account Executives unlocking their potential elevating sales excellence and driving revenue across both new business and expansion. You will harness AI data and strategic insight to accelerate growth streamline execution and empower your team to deliver exceptional customer outcomes across a diverse SMB landscape.

What Youll Be Doing

• Lead coach and develop a team of Account Executives. Setting clear expectations driving accountability and achieving monthly and quarterly quotas across new business and expansion.

• Recruit onboard and mentor talent while fostering a culture of innovation curiosity and continuous AI learning.

• Guide the team through high-velocity and complex multi-stakeholder sales cycles using AI insights predictive analytics and customer data.

• Support AEs in building strategic customer roadmaps for AI-driven transformation focusing on measurable outcomes and long-term value creation.

• Coach AEs to build compelling AI-powered ROI cases that influence procurement and strengthen customer partnerships.

• Identify expansion upsell and renewal opportunities using customer usage data signals and AI-driven predictions.

• Partner with Solutions Engineers AI Specialists Product and Marketing to co-design differentiated technically sound customer solutions.

• Facilitate customer conversations on product capabilities integrations and AI architecture where needed.

• Conduct weekly forecast and pipeline reviews providing clarity strategic guidance and operational rigor.

• Build and maintain dashboards to monitor sales efficiency pipeline health and customer behavior trendsincluding buying and churn signals.

• Report on team performance insights and regional trends to senior leadership.

• Innovate and improve sales processes by automating manual workflows and evolving demonstration strategies.

What You Bring

• Extensive experience in sales leadership ideally within SaaS or Customer Support technologies.

• Consistent track record of leading teams to 100% quota achievement.

• Experience managing high velocity sales teams across both transactional motions and six-figure strategic deals.

• Ability to incorporate AI tools predictive analytics and automation to increase team productivity and accelerate cycles.

• Strong cross-functional experience working with customer-facing technical and operational teams.

• Exceptional presentation organization coaching and listening skills.

• Analytical data driven and highly effective at forecasting operational rigor and strategic planning.

• Passion for developing talent especially early career reps and building a positive performance-based culture.

• BA/BS degree or equivalent experience.

• Willingness to travel as needed.
  

Who You Are

• Inspirational Leader: You empower teams to think boldly innovate continuously and deliver exceptional customer outcomes.

• Performance Driven: You set ambitious goals monitor performance rigorously and instill accountability and urgency.

• Customer-Obsessed Strategist: You put the customer at the center of every decision and champion AI-driven value creation.

• AI- & Data-Driven Decision Maker: You leverage analytics and insights to shape strategy coaching and team execution.

• Collaborative Partner: You build trust alignment and strong relationships across internal and external teams.

• Growth Mindset Mentor: You promote continuous learning AI fluency and professional development within the team.

• Execution-Focused Visionary: You balance strategic thinking with disciplined results-oriented execution.

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Hybrid: In this role our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection collaboration learning and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.

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 were 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 with your specific accommodation request.