Zendesk
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.
Role Overview
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. 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. 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; 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. 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. 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. 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.
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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. 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. 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; 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. 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. 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. 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.
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