Principal Product Manager, CRM & Sales Systems

Zendesk•Austin, TX

5d•Hybrid

About The Position

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.

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. You 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.
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.
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.
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.

Nice To Haves

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.

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 (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).