Senior Manager, Pricing & Packaging

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 thats trusted by more than 160000 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)
• Bachelors 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 $140000.00-$210000.00. 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 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.