Manager, SMB Sales
About The Position
Zendesk is seeking an AI-forward Manager, SMB Sales to lead and develop a team of Account Executives and drive revenue across new business and expansion. The role focuses on building a high-performing team, strengthening sales execution, and using AI, data, and strategic insight to improve growth and customer outcomes across the SMB business. The manager will guide high-velocity and complex sales cycles, support customer AI transformation roadmaps, identify expansion and renewal opportunities, and maintain operational rigor through forecasting, dashboards, and performance reporting. The position works closely with Solutions Engineers, AI Specialists, Product, and Marketing to develop customer solutions. The role is hybrid, with purposeful in-person collaboration at a Zendesk office and flexibility to work remotely for part of the week. Travel is expected as needed.
Requirements
- Extensive experience in sales leadership, ideally within SaaS or Customer Support technologies.
- Consistent track record of leading teams to 100% or greater quota achievement.
- Experience managing high-velocity sales teams across transactional sales motions and six-figure strategic deals.
- Ability to incorporate AI tools, predictive analytics, and automation to increase 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 strong forecasting, operational rigor, and strategic planning capabilities.
- 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 Account Executives; set expectations, drive accountability, and achieve monthly and quarterly quotas across new business and expansion.
- Recruit, onboard, and mentor team members 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 build 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 conversations 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, 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
