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About the Role

AI Success Strategists shape and deliver long-term AI success for Zendesk customers, owning the strategic AI roadmap, maximizing business impact, and building executive partnerships. This role transcends technical deployment, focusing on translating product capabilities into clear business strategies and driving execution from initial adoption through sustained expansion.

Responsibilities

• Own end-to-end delivery of customers’ AI roadmaps.
• Translate product capabilities into clear business strategies.
• Define a long-term AI vision.
• Align internal and external teams.
• Drive execution from initial adoption through sustained expansion.
• Lead structured discovery and success-planning engagements.
• Create measurable playbooks and milestones early in the lifecycle.
• Accelerate customers’ time‑to‑value by driving adoption and operational excellence for Zendesk AI solutions.
• Ensure customers realize measurable business impact from initial deployment through scale.
• Own customers’ multi‑year AI roadmap and execute cross‑functional delivery.
• Align 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.
• Serve as the design authority for customers’ AI deployments.
• Lead solution design reviews.
• Ensure deployments align with the latest best practices.
• Collaborate with Professional Services on integration and configuration guidance.
• Coordinate troubleshooting and technical escalations with Professional Services, Product and Engineering for complex agent implementations.
• Partner with executive stakeholders to co-create and refine a forward-looking AI strategy.
• Serve as the primary AI thought leader and trusted advisor.
• Dedicate effort to internal cross-functional collaboration, aligning Product, Professional Services, Sales, Success, and other teams.
• Serve as the Engagement Lead, coordinating and sequencing activities.
• Identify and escalate risks early.
• Ensure the right technical, product, and services resources are engaged.
• Maintain recurring outcome-driven cadences and mutual AI Roadmap.
• 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.
• Balance 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.
• Confidently advise customers on ethical AI practices, data governance, and compliance considerations.

Requirements

• Minimum of 8+ years of related experience in Customer Success / Experience.
• 2+ 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

• AI
• Generative AI
• Integrations
• Authentication
• Project & Program Management
• Product and Technical Knowledge
• Business & Strategic Acumen
• Consultation & Communication
• Analytical & Outcome-Focused
• Forward-Thinking & Pragmatic
• AI Domain Expertise
• Ethical AI practices
• Data governance
• Compliance considerations

Location

• US

Work Type

• Hybrid
• Remote

Experience Level

• 8+ years related experience
• 2+ years AI 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

Salary/Compensations

• $118,000.00-$178,000.00 OTE (On Target Earnings)

Benefits

• Bonus
• Benefits
• Related incentives

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 hybrid way of working enables us to purposefully come together in person to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.
• 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.
• Our offices reflect the global cities we call home, and have spaces for collaboration, quiet, and events.
• With our hybrid approach, you’ll experience flexibility and connection, collaboration, and learning with your team.

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.
• 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 are 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