Senior Manager, Pricing & Packaging
Job DescriptionCompany OverviewZendesk 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 that’s trusted by more than 160,000 businesses worldwide.Role OverviewWe 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.ResponsibilitiesDevelop and optimize long term pricing and packaging strategies for Zendesk by collaborating with Product Management, Product Marketing, GTM, Finance, IT and other teamsMake 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 researchIdentify new pricing models while understanding their complexity and implications to existing customer base and portfolioClearly communicate pricing concepts, influence, and gain alignment on recommendations to senior leadership; work with cross-functional teams to operationalize themAssist Product Operations in prioritizing launches and creating SKUsRequired Qualifications8+ years of relevant working experienceStrong analytical, strategic, communication, and organizational skills with high attention to detail and ability to influence stakeholders at all levelsAbility to communicate complex concepts clearly and credibly to diverse audiencesAbility 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 functionsAbility to thrive in high-growth, performance-focused environments with frequent changeAbility to anticipa...