Sr Director, Commercial StrategyZendesk • Grand Rapids, MI, US
[error_messages.no_longer_accepting]
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]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. 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 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 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. 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.
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.
[job_alerts.create_a_job]
Sr Director Strategy • Grand Rapids, MI, US
[internal_linking.similar_jobs]
Work Authorization Requirements.Authorized to work in US without sponsorship.PRGX is the global leader in source-to-pay data analytics and software, and tech-enabled profit recovery services.We pro...[show_more]
HR Collaborative is a part of the Kinexus Group family of organizations.Kinexus Group, recognized as one of Nonprofit Times 2017, 2018, 2019, 2020, 2021 and 2022 Best Nonprofits to Work For, is a c...[show_more]
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]
Senior Director Facility Management.The Senior Director Facility Management is responsible for the oversight and administration of all actives of facility management functions of Corewell Health.Ha...[show_more]
A leading architecture and engineering firm in the Midwest seeks a Market Sector Leader to drive new client relationships in the government and commercial markets.
The role involves business develop...[show_more]
Primary Location : 5540 Glenwood.At LMCU youll find more than just a job - discover a fulfilling career where your contributions truly matter.
Join our talented team at Lake Michigan Credit Union and ...[show_more]
Do you excel at leadership and desire to make a significant impact? Dematic has an immediate need for a senior level project manager for a new and exciting project.
An ideal candidate will be someon...[show_more]
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] Join our team and open a new door to an amazing career! TowerPinkster is an innovative architecture, engineering and interior design firm based in the Midwest with offices in Michigan, Indiana, and...[show_more] 
Join our team and open a new door to an amazing career! TowerPinkster is an innovative architecture, engineering and interior design firm based in the Midwest with offices in Michigan, Indiana, and...[show_more] 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] 
Are you ready to launch your sales career as an SDR - Prospector at a company with a great culture and where your hustle is rewarded? We're looking for a high-energy, go-getter to join ...[show_more]
Base Salary + Profit Sharing Component).The Managing Director serves as the senior leader of the local office, responsible for providing strategic direction, driving operational excellence, and cul...[show_more]
Cybercrime is rising, reaching record highs in 2024.According to the FBI's IC3 report total losses exceeded $16 billion.With investment fraud and BEC scams at the forefront, the message is clea...[show_more]
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]
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]
Are you ready to launch your sales career as an SDR - Prospector at a company with a great culture and where your hustle is rewarded?.
We're looking for a high-energy, go-getter to join our fast...[show_more]
The Associate Director, Operations and Analytics will oversee the daily operations of naloxone team with a focus on enhancing the customer experience, analytics and distributor management.The posit...[show_more]
Sr Analyst I
PRGX Global, Inc. • Grand Rapids, MI, US
[job_card.full_time]
[last_updated.last_updated_30] • [promoted]
Director, Business Development
Kinexus Group • Grand Rapids, MI, US
[job_card.full_time]
[last_updated.last_updated_variable_days] • [promoted]
Sr. Commercial Lines Placement Specialist
Acrisure • Grand Rapids, Michigan, USA
[job_card.full_time]
[last_updated.last_updated_variable_days] • [promoted]
Sr Director Facility Management
Corewell Health • Grand Rapids, Michigan, USA
[job_card.full_time]
[last_updated.last_updated_variable_hours] • [promoted] • [new]
Strategic Market Sector Leader
TowerPinkster • Grand Rapids, MI, United States
[job_card.full_time]
[last_updated.last_updated_variable_days] • [promoted]
Director of Organizational Development and Effectiveness
Lake Michigan Credit Union • Grand Rapids, Michigan, USA
[job_card.full_time]
[last_updated.last_updated_variable_days] • [promoted]
Sr. Project Manager
KION Group • Grand Rapids, MI, US
[job_card.full_time]
[last_updated.last_updated_variable_days] • [promoted]
Director, Market Operations
Honest Medical Group • Grand Rapids, MI, US
[job_card.full_time]
[last_updated.last_updated_variable_days] • [promoted]
Market Sector Director
TowerPinkster • Grand Rapids, MI, United States
[job_card.full_time]
[last_updated.last_updated_30] • [promoted]
Market Sector Director
Tower Pinkster • Grand Rapids, MI, US
[job_card.full_time]
[last_updated.last_updated_30] • [promoted]
Director – Sales Commission Operations
Acrisure • Grand Rapids, Michigan, USA
[job_card.full_time]
[last_updated.last_updated_variable_days] • [promoted]
SDR – Prospector
Applied Innovation • Grand Rapids, MI, US
[job_card.full_time]
[filters_job_card.quick_apply]
[last_updated.last_updated_30]
Managing Director
Caregiving Company LLC • Grand Rapids, MI, US
[job_card.full_time]
[last_updated.last_updated_1_day] • [promoted]
Creative Director
CertifID • Grand Rapids, MI, US
[job_card.full_time]
[last_updated.last_updated_variable_days] • [promoted]
Engineering Director, Professional Services
Presidio Networked Solutions, LLC • Grand Rapids, MI, United States
[job_card.full_time]
[last_updated.last_updated_variable_days] • [promoted]
Utilities Director
Management Business Solutions, Inc. • Grand Rapids, MI, US
[job_card.full_time]
[filters_job_card.quick_apply]
[last_updated.last_updated_30] • [promoted]
SDR - Prospector
Applied Innovation • Grand Rapids, MI, US
[job_card.full_time]
[last_updated.last_updated_30] • [promoted]
Associate Director, Sales Operations and Analytics
Padagis • Wyoming, MI, United States
[job_card.full_time]
[last_updated.last_updated_variable_days] • [promoted]