Senior Product Manager

Job Description Are you the kind of product leader who gets energy from turning a great product into a growth engine? If you've built product-led experiences that actually moved the needle on revenue and retention and you want to do it at scale, in a role that sits at the heart of company strategy, this is your opportunity. We're looking for a Senior Product Manager who will architect the experiences that bring customers in, help them succeed, and grow with us, making our product the primary driver of how we acquire and retain customers. This role is based in Pune and requires you to work from office at least 3 days a week. About the team You'll join a forward-thinking, collaborative product organisation focused on delivering exceptional experiences for Customer and Employee Service teams. You'll be part of a small but high-impact group of PMs in Pune, working closely with Engineering, Design, Data, Sales, Marketing, and Customer Success across locations. The opportunity Our ambition is bold: build the most powerful self-serve growth experience in our category. That means turning our product into the primary driver of new and expansion revenue, designing experiences that make it effortless for customers to discover, adopt, and expand and connecting product signals with sales and customer success to maximise retention. As the PM driving this, you'll set the vision, lead execution, and shape how we use AI to move faster and smarter. What you'll do Own the growth roadmap: Define the product strategy for your area, tying every initiative to clear revenue and retention targets with measurable hypotheses and expected outcomes. Deliver a best-in-class self-serve experience: Design and optimise the full customer journey: sign-up, onboarding, activation, upsell, and expansion. Build in-product experiences that drive real conversion and growth. Build the PM community in Pune: Establish shared standards for research, experimentation, and storytelling that raise the bar for the whole team. Use AI responsibly: Identify and deliver high-value use cases for AI across onboarding, workflows, and recommendations. What you bring 8 years in B2B SaaS product management, with proven success driving growth motions that directly impacted revenue and retention. Strong experience with workflow, customer service, or employee experience products (e.g. support, ticketing, CRM, or similar). A track record of defining and tracking metrics across the full funnel from sign-up through to expansion and churn, and running A/B experiments. Experience influencing beyond your immediate team, partnering effectively with Sales, Marketing, Customer Success, and Engineering across time zones. Excellent communication and storytelling skills, able to translate complex ideas into clear narratives for executives and cross-functional partners. A clear point of view on responsible, value-driven AI usage. Why this role matters This isn't a supporting role, it's a core lever for how we acquire, grow, and retain customers in the next phase of our journey. If you want to build an industry-defining growth experience and shape how growth is built into the product experience in customer and employee service, this is for you. Please note that Zendesk can only hire candidates who are physically located and plan to work from Karnataka or Maharashtra. Please refer to the location posted on the requisition for where this role is based. 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 ... (truncated, view full listing at source)