<h2>Job Description</h2>Are you ready to scale a high-impact sales organization across one of the most competitive and opportunity-rich markets in SaaS? Zendesk is seeking a strategic, data-driven, and growth-minded Director, SMB Sales to lead our North America SMB Sales team. In this high-impact role, you’ll architect region-specific strategies and lead, develop, and inspire a team of Sales Managers and Account Executives focused on acquiring new customers and accelerating growth through scaled, high-velocity prospecting motions.Our SMB Sales team plays a critical role in driving Zendesk’s expansion strategy by helping companies adopt our platform as a foundational part of their customer experience (CX) approach, while uncovering new business opportunities through both volume-based outreach and targeted account engagement. We’re looking for a results-oriented, influential leader with deep SaaS experience and exceptional communication, analytical, and sales leadership capabilities. You’ll be responsible for defining and optimizing our velocity sales motion, ensuring pipeline health, executional excellence, and scalable growth. Working closely with cross-functional partners, you’ll cultivate a performance-driven culture that empowers your team to consistently exceed targets and drive revenue growth. If you’re energized by building high-performing teams, leading through change, and partnering across the business to elevate Zendesk’s presence in the SMB space. This is your opportunity to influence how we engage the market and play a pivotal role in our continued growth.What youll be doing<ul><li>Lead and Scale a High-Performing Team: Manage a team of Sales Managers and Account Executives across defined North AMER territories, guiding strategic territory planning and execution that drives pipeline creation and revenue growth.</li><li>Drive Cross-Functional Alignment: Collaborate cross-functionally with Marketing, Product, Operations, and Customer Success to align go-to-market efforts and improve overall business performance.</li><li>Coach for Excellence: Attract, mentor, and retain top talent. Create a culture of learning, experimentation, and high accountability through regular coaching, training, and performance feedback.</li><li>Drive Operational Excellence: Leverage data to improve team productivity, accelerate deal velocity, and strengthen forecast accuracy. Maintain a culture of agility and urgency while scaling systems, metrics, and processes for long-term growth.</li><li>Champion Growth &amp; Development: Partner with Enablement and Ops to evolve sales playbooks, improve onboarding, and accelerate ramp time. Provide ongoing coaching and development for Sales Managers and AEs, and ensure the right resources are in place to support individual and team growth.</li><li>Innovate Our GTM Model: Continuously refine sales strategy, segmentation, and outreach to stay ahead in a fast-changing SMB landscape. Test and implement new approaches to improve conversion, streamline execution, and drive sustained performance.</li><li>Engage Executive Stakeholders: Build and deepen relationships with C-level executives and key decision-makers to support strategic deals and long-term partnerships. Engage at critical stages of the sales cycle to reinforce Zendesk’s value, understand customer priorities, and influence outcomes. Surface field insights to inform messaging, product direction, and go-to-market strategy.</li></ul>What you bring to the role<ul><li>Proven SaaS Leadership: 10+ years of B2B sales experience, including 5+ years in sales management with a track record of leading managers and scaling high-performing teams in high-growth SaaS environments.</li><li>Performance-Driven Operator: Demonstrated success driving team-wide quota attainment and revenue growth across segments or regions. Skilled at translating strategy into execution, holding teams accountable, and delivering results through layered leadership.</li><li>Startup Mindset, Scalable Execution: Operates with the urgency, adaptability, and resourcefulness of a startup leader, while building the structure, process, and discipline required to scale sustainably. Balances strategic thinking with hands-on execution to drive consistent, long-term results.</li><li>Transformational People Leader: Builds inclusive, high-impact teams through coaching, clarity, and a commitment to development. Known for inspiring through change and fostering a culture of trust, accountability, and performance.</li><li>Customer-First, Globally Aware: Deep understanding of customer needs with the ability to tailor solutions and messaging for maximum impact. Navigates regional nuance while aligning to global priorities to drive value and cohesion.</li><li>Cross-Functional Influencer: Strong ability to connect sales strategy to cross-functional execution, accelerating progress through partnership with Marketing, Product, Customer Success, and Operations.</li><li>Analytical and Outcome-Oriented: Uses data to inform decisions, drive accountability, and measure success across performance levers.</li><li>Executive Communication: Clear, confident communicator with experience engaging senior stakeholders and influencing at all levels of the organization.</li><li>Foundational Qualifications: Bachelor’s degree or equivalent experience required; advanced education or certifications in business, sales, or leadership are a plus.</li></ul><h2>Responsibilities:</h2><ul><li>Lead a manager-of-managers team overseeing the SMB customer segment in AMER.</li><li>Identify and drive territory and account sales plans across geographic territories.</li><li>Communicate clear segment strategies that align with business goals and are actionable across supporting teams.</li><li>Mentor and develop front-line sales leaders to strengthen execution, accountability, and team effectiveness.</li><li>Oversee full-cycle deal strategy, including stakeholder alignment and contract negotiations.</li><li>Promote adoption of new products and features, positioning Zendesk as a critical component of customer CX strategies.</li><li>Build partner and Professional Services strategies to scale reach and enhance customer outcomes.</li><li>Deliver executive-level reporting on sales performance, risks, and key growth opportunities.</li><li>Travel is required  to support distributed teams and high-impact customer engagements.</li></ul>The US annualized OTE (On Target Earnings) range for this position is $306,000.00-$460,000.00 with a pay mix of 50/50 (base/commission). This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives.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 experienceZendesk 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 <a href="http://www.zendesk.com/diversity-inclusion/" target="_blank">global diversity, equity, &amp; inclusion</a> 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 <a href="https://www.eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf" target="_blank">click here</a>. 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 <a href="mailto:peopleandplaces@zendesk.com" target="_blank">peopleandplaces@zendesk.com</a> with your specific accommodation request.