Case Study: Zendesk achieves scalable subscription billing and analytics to support rapid growth with Zuora

Zendesk - Customer Case Study

Zendesk, a cloud‑based customer service platform, grew rapidly—rising from about 5,000 accounts in 2010 to over 45,000 by 2014—and needed a billing solution that could handle complex subscriptions, upgrades/downgrades, and provide robust analytics. Their homegrown system couldn’t scale, tied up finance and engineering resources, and made launching new plans and measuring metrics (MRR, churn, trial activity, ACV) difficult.

Zuora became Zendesk’s third‑party billing system of record, delivering subscription management, reporting, and the flexibility to iterate on products, pricing, and promotions without heavy engineering support. The result: smoother billing operations, clearer financial and customer insights, and the ability to add tens of thousands of subscribers while focusing internal resources on innovation.

Zendesk

Zack Urlocker

COO