Job Description

We are seeking a highly strategic and forward-thinking Principal Product Manager for CRM & Sales Systems to drive the vision, strategy, and roadmap for our foundational sales technology stack. In this role, you will be the ultimate owner of the "What" and the "Why," ensuring our CRM ecosystem solves critical business problems, accelerates sales velocity, and empowers our global revenue teams.

You will not be doing this alone. This role operates as part of a critical leadership triad. You will partner deeply with the CRM Architect (who designs the long-term, scalable "How") and the CRM Platform Tech Lead (who drives the day-to-day delivery and execution of the "How"). Together, this trio will pioneer new ways of working, transforming business requirements into a world-class, AI-enhanced CRM experience that fundamentally changes how our sales teams operate.

What You Will Do

• Define the Vision & Roadmap: Own the multi-year product strategy for our CRM (Salesforce) and broader sales systems ecosystem. Align technology investments directly with global sales and revenue goals.
• Champion an AI-First Mindset: Identify and integrate high-impact AI capabilities (e.g., generative AI, predictive forecasting, sales copilots, automated data capture) into the CRM to eliminate busywork, surface actionable insights, and make sellers wildly more productive.
• Drive New Ways of Working: Redefine traditional sales workflows rather than just digitizing them. Challenge the status quo by introducing modern, adaptive processes that leverage intelligent automation to reduce friction.
• Lead the Triad: Partner closely with the CRM Architect and CRM Platform Tech Lead. You will translate business needs into clear product requirements, while they ensure the solutions are architecturally sound and delivered efficiently.
• Deep Stakeholder Alignment: Act as the primary bridge between the engineering teams and global business stakeholders (Sales Leadership, Revenue Operations, Enablement, and Marketing).
• Ruthless Prioritization: Manage and prioritize the product backlog. Balance the delivery of high-value strategic features with the need to address technical debt and system performance.
• Define & Track Success: Establish clear KPIs for system adoption, user satisfaction, and business impact (e.g., reduced time-to-quote, CRM data hygiene, AI adoption rates).

What You Bring

• Experience: 8+ years of Product Management experience, with at least 3+ years specifically focused on internal GTM systems, CRM platforms, or Sales Operations at a Principal or Senior level.
• AI & Innovation Focus: An AI-first mindset with a passion for discovering how emerging technologies can create entirely new ways of working for revenue organizations. You leverage AI not just in the product, but to enhance your own productivity as a PM.
• Domain Expertise: Deep understanding of B2B sales motions, pipeline management, forecasting, and the Lead-to-Cash lifecycle.
• Technical Fluency: While you won't be coding, you must possess a strong understanding of enterprise CRM capabilities (specifically Salesforce) and modern AI integrations to have meaningful, productive debates with Architects and Tech Leads.
• Collaboration Skills: Proven success operating in a Product/Architecture/Engineering triad model. You know how to build healthy tension that results in the best possible outcomes for the business.
• User-Centric Mindset: A passion for building intuitive, low-friction experiences. You view sales reps and ops teams as your primary customers and obsess over reducing their administrative burden.

Bonus Points

• Direct experience working in a Sales, RevOps, or Sales Engineering role before transitioning to Product Management.
• Salesforce Admin or related certifications to demonstrate platform literacy.
• Proven track record of successfully rolling out an AI product or copilot feature to a large internal sales team.

Why Join Us?

• Lead the transformation of our GTM technology through innovative solutions, AI, and scalable execution.
• Work closely with business leaders and engineering teams to directly impact revenue growth and operational efficiency.
• Be part of a collaborative, forward-thinking tech team with access to the latest enterprise tools and frameworks.
• Enjoy a competitive salary and a comprehensive benefits package designed to support you in and out of the office.

The US annualized base salary range for this position is $183,000.00-$275,000.00. 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 based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives.

The intelligent heart of customer experience

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to [email protected] with your specific accommodation request.