At Zendesk, we believe in creating exceptional customer experiences through our innovative products. As we continue to grow our product-led online business, we are looking for a dynamic Sales and Customer Experience Manager to lead our first dedicated digital team. If you are passionate about driving sales while enhancing customer journeys, we want to hear from you!
Role Overview:
In this pivotal role, you will manage a team of early-career Product Led Growth (PLG) Sales Specialists, focusing on our small business customers (1-49 employees). You will be instrumental in designing optimal customer experiences, collaborating across teams, and driving quarter-on-quarter revenue growth. Your leadership will be key in nurturing talent, fostering a customer-centric mindset, and innovating our sales approach.
Key Responsibilities:
Team Leadership: Build, inspire, and manage a high-performing team of PLG Sales Specialists, setting clear weekly and monthly quotas while supporting their growth and development.
Sales Strategy: Develop and refine sales strategies that align with customer needs and business goals, ensuring a seamless experience for our prospects and customers.
Customer Engagement: Actively participate in prospect and customer engagements, leveraging your sales expertise to guide your team in understanding customer motivations and behaviors.
Data-Driven Decisions: Monitor key metrics such as tNPS and CSAT, using data insights to identify quick wins, blind spots, and areas for improvement in both sales processes and customer experiences.
Cross-Functional Collaboration: Work closely with marketing, product, and other stakeholders to enhance our product-led sales model, ensuring alignment across teams and optimizing the customer journey.
Mentorship and Development: Foster a culture of continuous learning by mentoring and training your team, focusing on their professional growth and success in sales.
Innovate Sales Processes: Identify and implement innovative practices to streamline sales operations, including automation and process improvements that enhance customer interactions.
Qualifications:
Proven experience in software sales, particularly within a high-volume SaaS environment, with a track record of managing sales teams effectively.
Strong understanding of customer experience principles and a customer-centric mindset that prioritizes client needs.
Experience nurturing early-career talent and fostering a supportive team environment.
Ability to thrive in a fast-paced, growth-oriented setting, demonstrating strategic thinking and tactical execution skills.
Excellent communication and presentation skills, with a keen eye for language that makes complex concepts relatable and easy to understand.
Demonstrated success in collaborating cross-functionally, building relationships with both customer-facing and back-office teams.
Minimum of 2-3 years of sales management or sales development management experience, or a consistent record of overachievement as an individual contributor.
Why Join Us?
At Zendesk, we are committed to creating a diverse and inclusive workplace where everyone can thrive. If you are ready to take on a challenging and rewarding role that combines sales leadership with a focus on customer experience, we encourage you to apply!
Please note that anyone hired into this position must be physically located in and plan to work from Mexico City (CDMX) or Mexico State (Estado de Mexico).
Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.
The intelligent heart of customer experience
Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.
Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.
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. If you are based in the United States and would like more information about your EEO rights under the law, please click here.
Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to [email protected] with your specific accommodation request.
Zendesk Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Zendesk and has not been reviewed or approved by Zendesk.
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Fair & Transparent Compensation — The company states a commitment to publishing base pay ranges and advancing pay equity, helping employees gauge fairness. Public messaging on pay equity and transparency signals structured, consistent compensation practices.
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Leave & Time Off Breadth — Time away programs include flexible PTO, dedicated well‑being days, emergency time off, and pregnancy loss leave. Parental leave is described as generous, and travel support exists for reproductive care where access is restricted.
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Healthcare Strength — Benefits language highlights comprehensive medical, dental/vision, mental health access, and an employee assistance program. These offerings are positioned as part of holistic wellbeing support across regions.
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What We Do
Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love. We advocate for digital first customer experiences— and we stick with it in our workplace. Over 5,000 employees worldwide are collaborating from kitchen tables, home offices, co-working spaces, and Zendesk workspaces to make one team.
Why Work With Us
We know one desk doesn’t fit all. At Zendesk, we prioritize remote work because we believe great work happens anywhere. Digital first is more than where we work though. We give our employees flexibility and choice in both where and how they work while also trusting them to be a team player.
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