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Zendesk is an AI-first customer service platform that combines ticketing, messaging, help center, voice, analytics, and AI tools, trusted by over 160,000 businesses. The Senior Manager, Pricing Strategy will own monetization across Zendesk products, developing long-term pricing and packaging strategies and partnering with Product, Sales, Finance, Product Marketing, RevOps, Legal, and Customer Success. Key responsibilities include data-driven pricing analysis, using structured problem-solving frameworks, identifying opportunities from market and customer research, evaluating new pricing models, communicating concepts to senior leaders, and helping operationalize SKUs and launches. Required qualifications include 8+ years of relevant experience, strong analytical and communication skills, ability to influence, multi-project management, translating data into actionable pricing strategies, and advanced Excel/PowerPoint, with a Bachelor’s in a quantitative field. Preferred qualifications include 4+ years in SaaS pricing, experience with usage-based or AI monetization, background in management consulting or strategy, MBA preferred; US base salary range is $140,000–$210,000 with potential bonus/benefits, and Zendesk supports hybrid work along with equal opportunity and accommodations, including AI screening in hiring.

Zendesk is hiring a senior Global Leave and ADA/Accommodation Program Manager to own the strategy and compliance infrastructure for US leaves and accommodations, serving as an advisor to Legal and HR partners and the escalation point for high-stakes cases. The role focuses on autonomy, scalability, and building end-to-end, automated workflows while handling complex escalations and high-impact issues. Responsibilities include Tier 3 escalations, data-backed leadership with HRBP/Legal/Payroll, policy updates to reflect regulatory changes, exploring AI opportunities to improve workflows, and managing leave vendors with cross-functional collaboration. The ideal candidate has 7–10 years of experience in Benefits/HRBP within heavily regulated environments, deep expertise in FMLA/ADAAA/leaves, strong investigations and risk-mitigation skills, and the ability to build processes from the ground up, with a US salary range of $118,000 to $178,000 plus potential bonuses. Zendesk notes its hybrid work model, commitment to DEI and equal opportunity employment, and accommodation options for applicants, including an email contact for reasonable accommodations.

Zendesk is hiring a Senior Solutions Architect to grow its Services business in North America, acting as a technical bridge between Account Executives and customers and bringing hands-on AI-enabled solution design to the sales cycle. Key duties include leading technical discovery and scoping with corporate, mid-market, and enterprise clients; defining technical strategies with Sales; owning the technical relationship through discovery, proposals, and closure; designing scalable CX, ITSM, data, automation, and AI-enabled solutions; and mentoring presales staff while aligning regional efforts with global standards. Required qualifications include 2+ years in presales/solutions consulting for mid-market or enterprise software, strong communication with C-level and stakeholder audiences, experience with pilots/proofs of concept and demos, a bachelor’s degree (graduate degree a plus), willingness to travel, and familiarity with customer service software, ITSM, CRM, data warehousing, and APIs. AI-focused expectations cover practical experience with AI tools, prompt design, AI skills and agents, agentic workflows, integration with enterprise environments, and governance considerations, along with knowledge of APIs, REST, security, and human-in-the-loop review. The US-based OTE ranges from $206k to $308k with an 80/20 base/commission split, Zendesk’s hybrid work model, and a commitment to equal opportunity, accessibility accommodations, and diversity, equity, and inclusion.

The Senior Analyst, CX Data & Insights at Zendesk is an individual contributor who serves as a quantitative advisor to CX leadership, translating complex datasets into data-driven strategic guidance and measuring the impact of the global post-sales strategy. Key responsibilities include strategic business analysis and impact modeling (global renewals forecast, predictive churn, data governance, prescriptive decision support, churn drivers, GRR/NRR improvements, and planning for complex projects). The role also encompasses “Vibe Coding” and Intelligent Ecosystem Integration, leveraging AI tools and next-gen BI to prototype scripts, automate reporting, and map data flows across Salesforce, Gainsight, Gong, and Snowflake for a unified post-sales view. Candidates must have 7+ years in Strategy & Operations or related analytics in a high-growth B2B SaaS environment, an AI-first mindset, advanced production SQL skills, deep domain expertise in post-sales metrics, and strong stakeholder communication with systems mastery (Salesforce, Gainsight, Gong). The position offers a US base salary range of $148,000–$222,000 (with possible bonuses/benefits), remote/hybrid flexibility, and Zendesk’s commitment to inclusion and accommodations as needed.

Zendesk's CX organization is undergoing a massive transformation and is seeking a Senior Analyst IC to join the CX Data & Insights team as a trusted advisor to CX leadership, bridging complex datasets with strategic execution and measuring the direct business impact of changes to the global post-sales strategy. The role's key responsibilities include strategic business analysis and impact modeling to drive data-driven decisions, churn and health analytics, and planning execution for complex projects such as annual account carve-outs, territory balancing, and customer segmentation. It also involves "vibe coding" and intelligent ecosystem integration, leveraging AI tools (LLMs) to prototype scripts and automate reports, optimizing Snowflake AI components, and mapping data flows across Salesforce, Gainsight, Gong, and Snowflake for a unified post-sales view. Data governance duties require production-level SQL in Snowflake and ownership of downstream data requirements as part of the ED&A liaison, with standardization of metric definitions. The role requires 7+ years in Strategy & Operations or Advanced Data Analytics in a high-growth B2B SaaS environment, an AI-first mindset, advanced SQL and Snowflake expertise, domain knowledge of post-sales metrics (GRR, NRR), strong systems familiarity with Salesforce, Gainsight, and Gong, and exceptional stakeholder management, with compensation including a US base salary of $139k-$209k plus potential bonuses, a hybrid work model, equal opportunity employment, and accommodations with AI screening.

Zendesk’s AI Success Strategist leads the AI-driven customer experience by owning the strategic AI roadmap for the AI-powered Resolution Platform and building executive partnerships from day one to ensure AI initiatives start strong and scale predictably. You will own end-to-end delivery of customers’ AI roadmaps, translating product capabilities into business strategy, aligning cross-functional teams, and driving execution from initial adoption through sustained expansion, with success measured by customer satisfaction, increased automated resolution usage, and improved retention. Strategic responsibilities include serving as the design authority for deployments, shaping the long-term AI vision and business strategy with executive stakeholders, aligning Product, Services, Sales, Success, and Partners, and maintaining an ongoing mutual AI roadmap and channel/adoption plan. Qualifications include 8+ years in customer success/experience (with 2+ years AI-related experience), enterprise SaaS GTM or go-to-customer roles, demonstrated use of adoption analytics to forecast churn and expansion, a bachelor’s degree in a relevant field, and strong program management and cross-functional influence; AI domain knowledge is a plus. The role offers a US OTE range of $118,000–$178,000 with a 70/30 base/commission mix, a hybrid work model, and Zendesk’s equal-opportunity policies, including disclosures about AI screening and accommodations for applicants with disabilities.

The Forward Deployed Engineer – AI & Solutions at Zendesk is a hybrid role that blends software engineering with strategic consulting, embedded with strategic customers to solve high-stakes blockers and deliver ROI from AI capabilities. You will lead end-to-end deployments of Zendesk’s AI Agents and LLM-powered workflows, owning discovery, scoping, system design, and production rollout, and you’ll troubleshoot escalations that fall outside standard support. You’ll build bespoke agent-based solutions, coding custom integrations, configuring retrieval-augmented generation architectures, and ensuring seamless integration with legacy tech stacks while bridging the customer’s IT team and Zendesk’s product/engineering teams. Ideal candidates have a founder mentality, 5+ years of production-grade coding (Python for AI/Data; JavaScript/TypeScript for frontend/integrations; Ruby/Java a plus), a full-stack mindset, AI fluency, and strong communication skills. Travel 25–50%, US OTE $200k–$300k with an 80/20 base/commission split and potential bonuses, and Zendesk emphasizes equal opportunity and accommodations while noting that AI may be used to screen applicants.

Zendesk is seeking a Director of Sales Strategy to lead global revenue growth and operational excellence. You’ll set the vision for Sales Acceleration, lead a high-performing team, align GTM priorities with executive stakeholders, drive enterprise-wide transformation, and translate data into board-ready recommendations. The role requires a bachelor’s degree (MBA preferred), 7–10+ years in SaaS sales strategy or related fields, proven GTM acceleration experience, strong cross-functional leadership, advanced analytical skills, and exceptional C-suite/board-level communication with English fluency. The position is fully flexible, primarily remote with optional in-person collaboration at Zendesk offices, supported by tools to stay connected. The US base salary ranges from $174,000 to $262,000 with potential bonuses or incentives; Zendesk emphasizes equal opportunity and accommodations, notes AI may be used in screening, and commits to diversity and inclusion.

Zendesk is hiring a Director of Sales Operations, Planning to lead Territory Planning Operations and Quota Strategy & Operations, serving as the planning bridge between Field Sales Operations and Worldwide Sales Planning to align Sales, Marketing, Customer Success, and Finance in operationalizing GTM strategy. The role focuses on scalable, data-driven operating models and includes co-leading the annual GTM planning cycle (headcount, capacity, segmentation, territory design) and leading initiatives such as territory realignment, market expansion, and GTM process redesign. It requires driving cross-functional alignment, owning SOPs, removing bottlenecks, managing territory management changes, and delivering planning insights and metrics to support rapid growth. In Quota Strategy, the candidate will establish global quota allocation, design territory-reflective quota structures, ensure transparent and defensible methodologies, synthesize outputs for executive reviews, and continuously improve planning tools and processes while serving as a subject-matter expert on territory planning and change management. The role requires 8–12+ years of relevant experience, strong analytics and financial acumen, cross-functional collaboration in a global matrix, excellent communication, familiarity with sales motion models and tools (e.g., Salesforce, Xactly, Tableau), and offers a US base salary range of $174k–$262k with potential bonuses or incentives, along with Zendesk’s hybrid work policy and commitment to DEI.

Zendesk is seeking a Senior Sales Engineer to lead customers and internal teams in leveraging its AI-powered CX/ES platform to deliver smarter, faster, and more personal service at scale. You will lead technical and business discovery, design tailored demos and proofs of value, and architect end-to-end AI-driven solutions, owning the engagement from qualification through pilot while ensuring alignment with goals and compliance. You’ll architect secure, scalable integrations using Zendesk APIs, middleware, telephony, and cloud platforms; collaborate across Sales, Product, Engineering, and Customer Success; and measure ROI using analytics like sentiment analysis, ticket deflection, and time-to-resolution. Candidates should have 5+ years in presales/solutions consulting in SaaS or CX, strong AI literacy, experience with pilots/POCs, domain expertise in CCaaS/ITSM/BI, plus excellent communication and willingness to travel. The position offers US OTE of $188k-$282k (80/20 base/commission) with hybrid work options, and Zendesk is an equal opportunity employer committed to diversity and inclusion, including accommodations for applicants with disabilities; AI may be used in screening applicants per policy.

Zendesk is hiring a Vice President, Total Rewards to lead global compensation, benefits, accommodations, and HR compliance, defining a holistic total rewards strategy and using automation and AI to attract, retain, and reward talent. The role modernizes HR delivery through analytics and AI, prepares risk and reward briefings for executive leadership and the Board, and serves as the enterprise owner of Total Rewards standards and governance. Key responsibilities include designing competitive compensation, equity, and benefits programs (base, variable, sales), administering executive compensation, driving AI-enabled analytics, simplifying operations, and owning executive and board materials. Requirements include 12+ years of progressive HR with deep Total Rewards and executive compensation expertise, global/global-scope experience in SaaS/tech or similar, plus experience with HR automation/AI, data-driven decision-making, cross-functional collaboration, and board-facing communication; preferred background in SaaS/AI/tech, Workday, and global equity or sales compensation programs, with AI literacy required. The US base salary ranges from $283,000 to $425,000, with potential bonuses and benefits, Zendesk’s hybrid work model, a commitment to diversity and inclusion, and accommodations for applicants with disabilities; AI may be used to screen applications in accordance with company guidelines and law.