Manager, SMB Sales
About The Position
Zendesk is seeking an AI-forward Manager, SMB Sales to lead a team of Account Executives and drive revenue across new business and expansion. The manager will develop a high-performing team, elevate sales execution, and use AI, data, and strategic insight to accelerate growth and improve customer outcomes across the SMB market. The role includes leading and coaching sales representatives, managing performance and forecasts, supporting strategic customer conversations, and collaborating with cross-functional partners to deliver customer solutions. The position is hybrid: Zendesk employees come together in person at an office to connect, collaborate, and learn, while retaining flexibility to work remotely for part of the week. The role may require travel as needed. The US annualized OTE is $170,000–$254,000, with a 50/50 base-and-commission pay mix. The position may also be eligible for bonus, benefits, or other incentives. Compensation depends on job-related capabilities, applicable experience, work location, and other factors.
Requirements
- Extensive experience in sales leadership, ideally in SaaS or customer support technologies.
- Consistent track record of leading teams to achieve 100% or more of quota.
- Experience managing high-velocity sales teams across transactional sales motions and six-figure strategic deals.
- Ability to use AI tools, predictive analytics, and automation to increase team productivity and accelerate sales cycles.
- Strong cross-functional experience with customer-facing, technical, and operational teams.
- Exceptional presentation, organization, coaching, and listening skills.
- Analytical and data-driven, with effectiveness in forecasting, operational rigor, and strategic planning.
- Passion for developing talent, especially early-career representatives, and building a positive, performance-based culture.
- BA/BS degree or equivalent experience.
- Willingness to travel as needed.
Responsibilities
- Lead, coach, and develop a team of Account Executives, setting expectations, driving accountability, and achieving monthly and quarterly quotas across new business and expansion.
- Recruit, onboard, and mentor talent while fostering innovation, curiosity, and continuous AI learning.
- Guide the team through high-velocity and complex multi-stakeholder sales cycles using AI insights, predictive analytics, and customer data.
- Support Account Executives in developing strategic customer roadmaps for AI-driven transformation, focused on measurable outcomes and long-term value.
- Coach Account Executives to create AI-powered ROI cases that influence procurement and strengthen customer partnerships.
- Identify expansion, upsell, and renewal opportunities using customer usage data, signals, and AI-driven predictions.
- Partner with Solutions Engineers, AI Specialists, Product, and Marketing to co-design differentiated, technically sound customer solutions.
- Facilitate customer discussions about product capabilities, integrations, and AI architecture when needed.
- Conduct weekly forecast and pipeline reviews, providing strategic guidance and operational rigor.
- Build and maintain dashboards to monitor sales efficiency, pipeline health, customer behavior trends, buying signals, and churn signals.
- Report team performance, insights, and regional trends to senior leadership.
- Improve sales processes by automating manual workflows and evolving demonstration strategies.
- Travel as needed.
Benefits
- The position may be eligible for bonus, benefits, or related incentives.
- Hybrid work arrangement with flexibility to work remotely for part of the week.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
