AI-Driven Principal PM, CRM & Sales Systems

Zendesk; Austin (TX); Hybrid; USD 183,000 - 275,000; Full time

Job summary

Zendesk seeks a Principal Product Manager for CRM & Sales Systems to own the vision, strategy, and roadmap for the CRM and related sales tech stack. You’ll be the leader driving a triad with the CRM Architect and CRM Platform Tech Lead to transform business requirements into scalable, AI-enabled solutions.

You will partner with Sales Leadership, Revenue Operations, Enablement, and Marketing to align technology investments with global revenue goals, delivering measurable improvements in

Qualifications

• 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.
• AI‑first mindset with a passion for leveraging emerging technologies to transform revenue organizations.
• Deep understanding of B2B sales motions, pipeline management, forecasting, and lead-to-cash lifecycle.

Responsibilities

• Define the Vision & Roadmap: Own multi-year strategy for the CRM (Salesforce) and broader sales systems ecosystem.
• Champion an AI‑First Mindset: Integrate high-impact AI capabilities into the CRM to boost productivity and insights.
• Drive New Ways of Working: Redefine sales workflows using intelligent automation to reduce friction.
• Lead the Triad: Collaborate with CRM Architect and CRM Platform Tech Lead to translate business needs into requirements.
• Deep Stakeholder Alignment: Bridge engineering teams and global business stakeholders (Sales, Revenue Ops, Enablement, Marketing).
• Ruthless Prioritization: Manage backlog, balance high-value features with technical debt and performance needs.
• Define & Track Success: Establish KPIs for adoption, user satisfaction, and business impact.

Skills

Product Management

CRM systems

Sales Ops

GTM systems

Job description

Zendesk seeks a Principal Product Manager for CRM & Sales Systems to own the vision, strategy, and roadmap for the CRM and related sales tech stack. You’ll be the leader driving a triad with the CRM Architect and CRM Platform Tech Lead to transform business requirements into scalable, AI-enabled solutions.

You will partner with Sales Leadership, Revenue Operations, Enablement, and Marketing to align technology investments with global revenue goals, delivering measurable improvements in