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.

Please ensure you read the below overview and requirements for this employment opportunity completely. We are seeking a strategic and hands-on Senior Director, Commercial Strategy & Special Projects 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. Responsibilities Define multi-year pricing, packaging, and monetization strategies covering our AI, Customer Experience and Employee Service Suite portfolios, and enterprise add-ons. Lead monetization for new capabilities (especially AI), developing attractive pricing, value metrics, usage thresholds, and hybrid usage/commit structures. Evaluate 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. Lead company-wide transitions to new revenue models, including migration planning for the installed base and corresponding customer/stakeholder communication strategies. 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. Own CLTV, CAC payback, attach/expansion, and monetization analytics frameworks and reporting dashboards. 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. 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. 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. Zendesk is an equal opportunity employer, and we're proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace.

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