Talent.com
Sr Director, Commercial Strategy
Sr Director, Commercial StrategyZendesk • Grand Rapids, MI, US
[error_messages.no_longer_accepting]
Sr Director, Commercial Strategy

Sr Director, Commercial Strategy

Zendesk • Grand Rapids, MI, US
[job_card.30_days_ago]
[job_preview.job_type]
  • [job_card.full_time]
[job_card.job_description]

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

  • 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. Deep fluency in pricing research methods (WTP, conjoint, elasticity, AB testing)
  • 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.
  • Proven success leading pricing for multi-product portfolios at scale.
  • Experience leading cross-functional executive initiatives and influencing at the C-suite level.

    • Nice To Have

  • Experience monetizing AI and automation features in SaaS.
  • Knowledge of customer service, contact center, and employee service software.
  • Experience in usage or consumption-based pricing models is a huge plus.
  • Experience in large-scale pricing programs or revenue model transitions.

    • 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.

    [job_alerts.create_a_job]

    Sr Director Strategy • Grand Rapids, MI, US

    [internal_linking.related_jobs]
    Director, Global Capital Equipment Program

    Director, Global Capital Equipment Program

    NTT DATA • Grand Rapids, MI, US
    [job_card.full_time]
    Join a company that is pushing the boundaries of what is possible.We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society.Our wo...[show_more]
    [last_updated.last_updated_30] • [promoted]
    Land Development Construction Director

    Land Development Construction Director

    Allen Edwin Homes • Grand Rapids, MI, United States
    [job_card.full_time]
    As a top 100 home builders, we’ve cultivated a team-oriented environment where collaboration and support contribute to the success and happiness of both our employees and the families we serve.Afte...[show_more]
    [last_updated.last_updated_variable_days] • [promoted]
    Strategic Account Manager

    Strategic Account Manager

    Phoenix Contact • Grand Rapids, MI, US
    [job_card.full_time]
    This is a hands-on, activity-driven role ideal for someone who is eager to learn, contribute, and grow within a dynamic team responsible for driving sales of all Phoenix Contact products by combini...[show_more]
    [last_updated.last_updated_30] • [promoted]
    Sr. Commercial Lines Placement Specialist

    Sr. Commercial Lines Placement Specialist

    Acrisure • Grand Rapids, Michigan, USA
    [job_card.full_time]
    A global fintech leader Acrisure empowers millions of ambitious businesses and individuals with the right solutions to grow boldly forward. Bringing cutting-edge technology and top-tier human suppor...[show_more]
    [last_updated.last_updated_variable_days] • [promoted]
    Sr. Sales Manager, FMC

    Sr. Sales Manager, FMC

    Driven Brands • Grand Rapids, MI, US
    [job_card.full_time]
    Driven Senior Sales Manager, Fleet Management Companies (FMC).Collision and Repair services for fleet clients throughout North America. Our rapidly expanding footprint of locations and brands has re...[show_more]
    [last_updated.last_updated_30] • [promoted]
    Corporate Account Manager

    Corporate Account Manager

    CIVCO Medical Solutions • Grand Rapids, MI, US
    [job_card.full_time]
    The Corporate Account Manager (CAM) is accountable for winning targeted Integrated Delivery Networks (IDNs), Group Purchasing Organizations (GPOs), and large healthcare systems through system level...[show_more]
    [last_updated.last_updated_30] • [promoted]
    43657249149 - Commercial Strategy Manager

    43657249149 - Commercial Strategy Manager

    Activate Talent • Grand Rapids, MI, US
    [job_card.full_time]
    Location : 100% Remote Timezone : US (PST) Our client is seeking an exceptional Commercial Strategy Manager to drive cross-functional alignment, pricing and promotions strategy, product improvement i...[show_more]
    [last_updated.last_updated_30] • [promoted]
    Senior Manager, Account Success, Commercial

    Senior Manager, Account Success, Commercial

    Crossbeam • Grand Rapids, MI, US
    [job_card.full_time]
    Senior Manager, Account Success, Commercial.It's an exciting time at Crossbeam.We built our company on a simple but powerful realization : partner ecosystems hold untapped potential to transform how...[show_more]
    [last_updated.last_updated_less] • [promoted] • [new]
    Commercial Excellence Lead

    Commercial Excellence Lead

    LivaNova • Grand Rapids, MI, US
    [job_card.full_time]
    As a global medtech company, we are driven by our Vision of changing the trajectory of lives for a new day and our Mission to create ingenious solutions that ignite patient turnarounds.Our relentle...[show_more]
    [last_updated.last_updated_variable_days] • [promoted]
    Director, Business Development

    Director, Business Development

    Kinexus Group • Grand Rapids, MI, US
    [job_card.full_time]
    Director, Business Development.HR Collaborative is a part of the Kinexus Group family of organizations.Kinexus Group is a cutting-edge community development organization with growing initiatives to...[show_more]
    [last_updated.last_updated_less] • [promoted] • [new]
    Director, Market Operations

    Director, Market Operations

    Honest Medical Group • Grand Rapids, MI, US
    [job_card.full_time]
    You're a collaborative professional, driven by the potential to make a meaningful impact in healthcare.The challenges of healthcare don't deter youinstead, you see them as opportunities to find inn...[show_more]
    [last_updated.last_updated_variable_days] • [promoted]
    Commercial Strategy Manager, Oral Care

    Commercial Strategy Manager, Oral Care

    Perrigo Company • Grand Rapids, MI, US
    [job_card.full_time]
    Commercial Strategy Manager, Oral Care.Location : Grand Rapids, MI, US, 49503.At Perrigo, we are driven by our mission to Makes Lives Better Through Trusted Health and Wellness Solutions, Accessible...[show_more]
    [last_updated.last_updated_30] • [promoted]
    Sr Director Global Professional Services & Strategies

    Sr Director Global Professional Services & Strategies

    Thermo Fisher • Grand Rapids, MI, US
    [job_card.full_time]
    Sr Director, Procurement Global Professional Services & Enterprise Strategies.When you're part of the team at Thermo Fisher Scientific, you'll do meaningful work that makes a positive impact on a ...[show_more]
    [last_updated.last_updated_variable_days] • [promoted]
    Director of Channel Partnerships & Business Development

    Director of Channel Partnerships & Business Development

    CyberSheath • Grand Rapids, MI, US
    [job_card.full_time]
    Director Of Channel Partnerships & Business Development.CyberSheath Services International LLC is a rapidly growing Managed Services Provider primarily focused on providing Cybersecurity services t...[show_more]
    [last_updated.last_updated_variable_days] • [promoted]
    Store Director

    Store Director

    Spartan Nash • Byron Center, MI, US
    [job_card.full_time]
    At SpartanNash, we deliver the ingredients for a better life through customer-focused innovation.We do this for our supply chain customers and U. In fact, we see a day when each of them will say,.Ou...[show_more]
    [last_updated.last_updated_1_day] • [promoted]
    Engineering Director, Professional Services

    Engineering Director, Professional Services

    Presidio Networked Solutions, LLC • Grand Rapids, MI, United States
    [job_card.full_time]
    Presidio, Where Teamwork and Innovation Shape the Future.AtPresidio, we're at the forefront of a global technology revolution, transforming industries throughcutting-edge digital solutions and next...[show_more]
    [last_updated.last_updated_variable_days] • [promoted]
    Utilities Director

    Utilities Director

    Management Business Solutions, Inc. • Grand Rapids, MI, US
    [job_card.full_time]
    [filters_job_card.quick_apply]
    The City of Grand Rapids has entrusted Management Business Solutions as a strategic recruitment partner in their pursuit of a Utilities Director to join their office in Grand Rapids, MI.Aligned wit...[show_more]
    [last_updated.last_updated_30] • [promoted]
    Director, Pricing Strategy

    Director, Pricing Strategy

    CVS Health • Grand Rapids, MI, US
    [job_card.full_time]
    At CVS Health, we're building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.As the nation's leading h...[show_more]
    [last_updated.last_updated_variable_days] • [promoted]