Job Description

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 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.