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About the Role
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. This role operates as part of a critical leadership triad, partnering deeply with the CRM Architect and CRM Platform Tech Lead to transform business requirements into a world-class, AI-enhanced CRM experience.
Responsibilities
- 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 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.
- Translate business needs into clear product requirements.
- Ensure solutions are architecturally sound and delivered efficiently.
- Deep Stakeholder Alignment: Act as the primary bridge between the engineering teams and global business stakeholders.
- 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.
Requirements
- 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.
- An AI-first mindset with a passion for discovering how emerging technologies can create entirely new ways of working for revenue organizations.
- Leverage AI not just in the product, but to enhance your own productivity as a PM.
- Deep understanding of B2B sales motions, pipeline management, forecasting, and the Lead-to-Cash lifecycle.
- Strong understanding of enterprise CRM capabilities (specifically Salesforce) and modern AI integrations.
- Proven success operating in a Product/Architecture/Engineering triad model.
- Build healthy tension that results in the best possible outcomes for the business.
- Passion for building intuitive, low-friction experiences.
- View sales reps and ops teams as your primary customers and obsess over reducing their administrative burden.
Skills
- Product Management
- CRM platforms
- Sales Operations
- AI integration
- Salesforce
- B2B sales motions
- Pipeline management
- Forecasting
- Lead-to-Cash lifecycle
- Enterprise CRM capabilities
- Modern AI integrations
- Collaboration
- User-centric design
Location
- US
Work Type
- Hybrid
Experience Level
- Principal
- Senior
Education Level
- Salesforce Admin or related certifications
Salary/Compensations
- $183,000.00-$275,000.00
Benefits
- Competitive salary
- Comprehensive benefits package
- Bonus, benefits, or related incentives may be available
About the Company
- Zendesk software was built to bring a sense of calm to the chaotic world of customer service.
- We power billions of conversations with brands you know and love.
- Our hybrid way of working enables us to purposefully come together in person to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.
Equal Opportunity
- 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.
- Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law.