Sr Director, Commercial Strategy

Senior Director, Commercial Strategy & Special Projects

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 differentiate with speed, agility, and an intuitive, out-of-the-box platform that's trusted by more than 160,000 businesses worldwide.

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 Successas 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 (Contact Center, WFM, QA, Data Privacy, and Copilot AI).
• Lead monetization for new capabilities (especially AI), developing attractive pricing, value metrics, usage thresholds, and hybrid usage / commit structures.
• Evolve 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

Competitive Offers and Price Execution

Growth & Lifecycle Analytics

Qualifications

Nice To Have

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.