Job Description
Senior Principal, Partner Programs & Strategy
About the Job
The Senior Principal Partner Programs & Strategy is responsible for architecting the evolution of the partner ecosystem, leading and scaling AI-first programs that accelerate adoption and revenue growth across the Zendesk partner landscape. This role operates as a strategic builder and transformation leader—designing and executing initiatives that expand partner impact and unlock new routes to market.
You will partner closely with executive leadership, Sales, Product, Finance, Operations, Marketing, and Governance teams to shape and deliver a high-performing, AI-driven partner ecosystem.
You aren’t just managing a program; you are building the engine that will power our AI-driven future.
Core Responsibilities
Program Architecture & Innovation
Lead the redesign and execution of the Partner program with an 'AI-first' focus. Establish access for new routes-to-market through key partner channels: MSPs, Affiliates, and VARs.
- Own end-to-end strategy and execution of the global partner program, aligning cross-functional stakeholders to deliver at scale
- Design and operationalize innovative incentives, promotions, discount frameworks, and pilot programs to accelerate ecosystem growth
- Identify creative solutions to increase the profitability, capabilities, and overall contributions of the Zendesk partner ecosystem by aligning the Zendesk Partner program with company goals and objectives
- Develop and implement the strategy, policies, and value propositions for the partner distribution ecosystem to accelerate the shift of business from direct to indirect models
- Develop a multi-year Partner Incentives Strategy, leveraging rigorous analysis of ecosystem performance, payout data, and competitive intelligence to drive high-value partner behaviors and long-term growth
Operational Excellence
- Collaborate cross-functionally (Sales, Ops, Finance, Legal) to establish, accurately measure, and report on critical partner program KPIs, ROI, and overall health to inform investment decisions and program evolution
- Define and enforce governance frameworks that improve partner productivity, scalability, and operational rigor
- Drive Zendesk's AI-first partner program by evolving partner program policies and structures that enable seamless engagement and performance tracking
- Optimize partner experience across systems and tooling, including partner portal enhancements and program workflows
- Collaborate with Finance, RevOps and Pricing teams to enable Outcome-Based Pricing, Deal Desk frameworks, and scalable discounting models for complex deals
- Identify and resolve operational friction, continuously improving efficiency, speed, and partner satisfaction
Communication & Content
- Be a champion of Zendesk partners by owning and executing recruitment and awareness initiatives that drive last-mile execution, increase channel productivity, and fuel partner growth
- Develop and deliver high-impact communications for partner programs and incentives, ensuring clarity, adoption, and advocacy across partners and internal teams
- Lead program and product launch readiness for partners, partner sales, and direct sales teams
- Oversee the creation of compelling collateral (e.g., incentive guides, playbooks) that clearly articulate the business value of AI transformation to customers and partners
Leadership & Collaboration
- Serve as a high-level thought partner to GTM and Sales leadership, delivering strategic insights and shaping next-generation partner initiatives in evolving markets
- Lead the annual planning process, crafting a compelling narrative on how AI-led partner investments drive sustainable growth
- Communicate complex, high-stakes ideas with clarity and authority, influencing executive alignment on strategy and execution
- Drive deep cross-functional alignment across Support, Professional Services, Product, and Marketing to embed the partner program into the broader Customer Success and GTM strategy
- Foster a culture of accountability, data-driven decision-making, and operational excellence across the partner ecosystem
Desired Qualifications & Experience
- 15+ years of experience in partner programs, channel strategy, or ecosystem leadership within SaaS or enterprise technology
- Experience leading major route-to-market transformations (e.g., Direct to Indirect, Sales-led to Product-/Success-led growth)
- Proven ability to formalize scalable processes and build programs designed for long-term growth and operational efficiency
- Strong cross-functional leadership experience across Engineering, Finance, Legal, and Sales, delivering both strategic vision and operational execution
- Deep expertise across resale, referral, enablement, and partner recruitment models
- Demonstrated success driving revenue growth and increasing partner contribution aligned to company strategy
- Executive presence with the ability to influence senior leadership and clearly articulate complex partner value propositions
- Strong analytical mindset with the ability to translate KPIs, data, and insights into measurable business outcomes
- Bachelor’s degree required; MBA preferred
The US annualized base salary range for this position is $182,000.00-$272,000.00. 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.
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.
As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.
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 peopleandplaces@zendesk.com with your specific accommodation request.