Principal Product Manager, CRM & Sales Systems

Zendesk
Austin, Madison
Workplace: HybridFull timeUSD 183,000 - 275,000 annuallyFunction: Product ManagementExperience: 8+ yearsSkills: ["Collaboration","Stakeholder alignment","Ruthless prioritization","User-centric mindset","Product/technical fluency"]

Own the multi-year vision, strategy, and roadmap for Zendesk’s CRM and broader sales systems ecosystem, aligning technology investments to global sales and revenue goals. Lead an AI-first product approach to eliminate busywork and deliver capabilities like generative AI, predictive forecasting, sales copilots, and automated data capture. Operate in a leadership triad with CRM architecture and platform tech, translating business needs into requirements, managing the backlog, and defining KPIs for adoption and business impact.

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Zendesk
Zendesk
3 days ago

Principal Product Manager, CRM & Sales Systems

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Job Summary

Own the multi-year vision, strategy, and roadmap for Zendesk’s CRM and broader sales systems ecosystem, aligning technology investments to global sales and revenue goals. Lead an AI-first product approach to eliminate busywork and deliver capabilities like generative AI, predictive forecasting, sales copilots, and automated data capture. Operate in a leadership triad with CRM architecture and platform tech, translating business needs into requirements, managing the backlog, and defining KPIs for adoption and business impact.
Location: Austin, Madison
Workplace: Hybrid
Employment Type: Full time
Job Function: Product Management
Seniority: Mid level

Key Responsibilities

  • •Define the multi-year product strategy and roadmap for CRM (Salesforce) and the broader sales systems ecosystem aligned to global sales and revenue goals.
  • •Identify and integrate high-impact AI capabilities (e.g., generative AI, predictive forecasting, sales copilots, automated data capture) into the CRM.
  • •Redefine sales workflows with modern, adaptive processes leveraging intelligent automation to reduce friction.
  • •Lead cross-functional product work within a triad by translating business needs into clear product requirements while partners ensure architectural soundness and delivery.
  • •Manage and prioritize the product backlog and establish KPIs for adoption, user satisfaction, and business impact (e.g., reduced time-to-quote, data hygiene, AI adoption rates).

Pay and Benefits

Salary: USD 183,000 - 275,000 annually

Key Requirements

  • •8+ years of Product Management experience with at least 3+ years focused on internal GTM systems, CRM platforms, or Sales Operations at a Principal or Senior level.
  • •Deep understanding of B2B sales motions, pipeline management, forecasting, and the Lead-to-Cash lifecycle.
  • •Strong enterprise CRM fluency, specifically Salesforce, plus modern AI integration knowledge to productively collaborate with architects and tech leads.
  • •Experience driving AI-first product work, including discovering emerging technologies and enhancing the productivity of PMs.
  • •Proven collaboration operating in a Product/Architecture/Engineering triad model, translating business needs into product requirements.
Experience:8+ years
Skills:CollaborationStakeholder alignmentRuthless prioritizationUser-centric mindsetProduct/technical fluency
Certifications:Salesforce Admin
Tech Stack:SalesforceCRMGenerative AIPredictive forecastingSales copilotsAI integrations

Company Brief

Zendesk
Provides cloud-based customer service and engagement software, including help desk, ticketing, chat, and CRM tools that enable businesses to manage customer support, self-service, and omnichannel communication at scale.
Industry: Enterprise Software
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Valuation: Decacorn (USD 10B+)
Funding: Private Equity Backed
Headquarters: San Francisco, United States
Founded: 2007
Glassdoor
Glassdoor: 4.0
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