Senior Director, SMB Sales

Job Description

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 you'll be doing

• 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.

• 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.

• 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.

• 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.

• Champion Growth & 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.

• 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.

• 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.

What you bring to the role

• 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.

• 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.

• 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.

• 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.

• Customer-First, Globally Aware: Deep understanding of customer needs with the ability to tailor solutions and messaging f