Pricing Strategy Principal

Overview

Company Overview

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.

Role Overview

We are seeking a strategic and hands-on Principal, 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 Principal 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, Rev Ops, 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.

• Develop and optimize long term pricing and packaging strategies for Zendesk by collaborating with Product Management, Product Marketing, GTM, Finance, IT and other teams

• Make 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 research

• Identify new pricing models while understanding their complexity and implications to existing customer base and portfolio

• Clearly communicate pricing concepts, influence, and gain alignment on recommendations to senior leadership; work with cross-functional teams to operationalize them

• Assist Product Operations in prioritizing launches and creating SKUs

• 8+ years of relevant working experience

• Strong analytical, strategic, communication, and organizational skills with high attention to detail and ability to influence stakeholders at all levels

• Ability to communicate complex concepts clearly and credibly to diverse audiences

• Ability 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 functions

• Ability to thrive in high-growth, performance-focused environments with frequent change

• Ability to anticipate outcomes/challenges and to proactively adapt to situations

• Intellectual curiosity and creative strategic thinking, with a passion for tackling complex challenges

• Strong quantitative and analytical skills, capable of translating complex data into actionable pricing strategies and business insights

• Experience designing and leading qualitative and quantitative research to test pricing and packaging hypotheses and drive sound decision-making

• Advanced skills in Excel and PowerPoint (or equivalent)

• Bachelor’s degree in Business, Finance, Economics, or related quantitative field

• 4+ years of SaaS Pricing Strategy experience

• Experience in usage or consumption-based pricing models and/or monetizing AI

• Prior management consulting, investment banking, corporate strategy, pricing/product strategy or product management experience

• MBA preferred

The US annualized base salary range for this position is $-$. This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be…