Job Description

Are you the kind of product leader who gets energy from turning a great product into a growth engine?

If you've built product-led experiences that actually moved the needle on revenue and retention and you want to do it at scale, in a role that sits at the heart of company strategy, this is your opportunity.

We're looking for a Senior Product Manager who will architect the experiences that bring customers in, help them succeed, and grow with us, making our product the primary driver of how we acquire and retain customers.

 

This role is based in Pune and requires you to work from office at least 3 days a week.

About the team
You'll join a forward-thinking, collaborative product organisation focused on delivering exceptional experiences for Customer and Employee Service teams. You'll be part of a small but high-impact group of PMs in Pune, working closely with Engineering, Design, Data, Sales, Marketing, and Customer Success across locations.

The opportunity
Our ambition is bold: build the most powerful self-serve growth experience in our category. That means turning our product into the primary driver of new and expansion revenue, designing experiences that make it effortless for customers to discover, adopt, and expand and connecting product signals with sales and customer success to maximise retention.

As the PM driving this, you'll set the vision, lead execution, and shape how we use AI to move faster and smarter.

What you'll do

• Own the growth roadmap: Define the product strategy for your area, tying every initiative to clear revenue and retention targets with measurable hypotheses and expected outcomes.

• Deliver a best-in-class self-serve experience: Design and optimise the full customer journey: sign-up, onboarding, activation, upsell, and expansion. Build in-product experiences that drive real conversion and growth.

• Build the PM community in Pune: Establish shared standards for research, experimentation, and storytelling that raise the bar for the whole team.

• Use AI responsibly: Identify and deliver high-value use cases for AI across onboarding, workflows, and recommendations.

What you bring

• 8+ years in B2B SaaS product management, with proven success driving growth motions that directly impacted revenue and retention.

• Strong experience with workflow, customer service, or employee experience products (e.g. support, ticketing, CRM, or similar).

• A track record of defining and tracking metrics across the full funnel from sign-up through to expansion and churn, and running A/B experiments.

• Experience influencing beyond your immediate team, partnering effectively with Sales, Marketing, Customer Success, and Engineering across time zones.

• Excellent communication and storytelling skills, able to translate complex ideas into clear narratives for executives and cross-functional partners.

• A clear point of view on responsible, value-driven AI usage.

Why this role matters
This isn't a supporting role, it's a core lever for how we acquire, grow, and retain customers in the next phase of our journey. If you want to build an industry-defining growth experience and shape how growth is built into the product experience in customer and employee service, this is for you.

Please note that Zendesk can only hire candidates who are physically located and plan to work from Karnataka or Maharashtra. Please refer to the location posted on the requisition for where this role is based.

Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.

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.