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About the Role

As visionary architects of our AI-powered Resolution Platform, AI Success Strategists shape and deliver long-term AI success for our customers. This role transcends technical deployment; it is about owning the strategic AI roadmap, maximizing business impact, and building executive partnerships from day one so AI initiatives start strong and scale predictably.

Responsibilities

• Own end-to-end delivery of customers’ AI roadmaps: translating product capabilities into clear business strategies, defining a long-term AI vision, aligning internal and external teams, and driving execution from initial adoption through sustained expansion.
• Lead structured discovery and success-planning engagements that create measurable playbooks and milestones early in the lifecycle.
• Accelerate customers’ time‑to‑value by driving adoption and operational excellence for Zendesk AI solutions, ensuring customers realize measurable business impact from initial deployment through scale.
• Own customers’ multi‑year AI roadmap and execute cross‑functional delivery—aligning Product, Services, Sales, and Partners to scale safe, sustainable AI programs.
• Deliver quantifiable commercial outcomes—protect renewals, grow account expansion, and translate AI adoption into predictable revenue and retention improvements.
• Lead the design, planning, and execution of comprehensive AI adoption and expansion roadmaps for key customers, ensuring alignment to their broader business goals and customer success vision.
• Serve as the design authority for customers’ AI deployments — lead solution design reviews, ensure deployments align with the latest best practices and collaborate with Professional Services on integration and guidance.
• Coordinate troubleshooting and technical escalations with Professional Services, Product and Engineering to resolve blockers quickly for complex agent implementations.
• Partner with executive stakeholders to co-create and refine a forward-looking AI strategy that anticipates market trends and customer needs.
• Serve as the primary AI thought leader and trusted advisor throughout the engagement lifecycle.
• Collaborate internally across Product, Professional Services, Sales, Success, and other teams to deliver on the AI roadmap.
• Coordinate and sequence activities, identify and escalate risks early, and ensure the right technical, product, and services resources are engaged at the appropriate times.
• Maintain recurring outcome-driven cadences and mutual AI Roadmap that define strategic goals, shared initiatives, measurable success, and a roadmap to maximize value and secure renewal.
• Own the channel strategy for AI solution dissemination and adoption, balancing direct customer delivery with channel enablement and partner engagement.
• Utilize data-driven insights to track AI adoption, resolution metrics, and gross revenue retention improvements.
• Continuously refine strategies to optimize outcomes and customer satisfaction.

Requirements

• Minimum of 7+ years of related experience in Customer Success / Experience.
• 1+ years of AI related experience.
• Previous experience in go-to-customer/GTM roles in enterprise technology / SaaS — either customer success management, professional services/consulting, technical account management, or solutions engineering/pre-sales consulting.
• Demonstrated experience in using adoption and health analytics to forecast churn and expansion; surface early risk signals and recommended mitigations to secure retention and growth.
• Experience managing AI or software adoption programs with demonstrated impact on business metrics such as retention or satisfaction.
• Demonstrated experience designing and executing success plans or roadmaps that drive measurable customer outcomes.
• Excellent program management and cross-functional influence skills.
• Ability to distill complex AI concepts for diverse audiences, especially executive stakeholders.

Skills

• Project & Program Management
• Product and Technical Knowledge (generative AI, integrations, authentication)
• Business & Strategic Acumen
• Consultation & Communication
• Analytical & Outcome-Focused
• Forward-Thinking & Pragmatic
• Responsible AI & Compliance
• AI Domain Expertise
• Familiarity with emerging AI trends

Location

• Hybrid

Work Type

• Hybrid
• Full-time

Experience Level

• 7+ years of related experience
• 1+ years of AI related experience

Education Level

• Bachelor’s degree in Business, Computer Science, Engineering, or related field
• Advanced degrees preferred
• Certifications in AI strategy or project management preferred

Benefits

• Fulfilling and inclusive experience
• Flexibility to work remotely for part of the week
• Purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn

About the Company

• Zendesk software was built to bring a sense of calm to the chaotic world of customer service.
• We power billions of conversations with brands you know and love.
• Our offices reflect the global cities we call home, and have spaces for collaboration, quiet, and events.
• Zendesk is on a mission to simplify the complexity of business and make it easy for companies and customers to create connections.
• Our customer experience software unlocks the power of billions of interactions, enabling businesses to build rich, meaningful relationships with their customers.

Equal Opportunity

• 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.
• We’re aware of an increase in recruitment scams where individuals falsely claim to represent Zendesk. These scammers may ask for money or personal information by offering fake job opportunities through e-mail, text message or social media. Please verify the source of any job-related communications carefully. All official Zendesk communications are conducted through "@zendesk.com" email addresses. If you encounter suspicious messages, do not respond and report them to peopleandplaces@zendesk.com