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About the Role

AI Success Strategists shape and deliver long-term AI success for customers by owning the strategic AI roadmap, maximizing business impact, and building executive partnerships. This role translates product capabilities into clear business strategies, defines a long-term AI vision, aligns internal and external teams, and drives execution from initial adoption through sustained expansion.

Responsibilities

• 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, leading solution design reviews and ensuring alignment with best practices.
• Partner with executive stakeholders to co-create and refine a forward-looking AI strategy.
• Collaborate internally with Product, Professional Services, Sales, and Success teams to deliver on the AI roadmap.
• Coordinate and sequence activities, identify and escalate risks, and ensure appropriate resource engagement.
• Maintain recurring outcome-driven cadences and mutual AI Roadmaps to maximize value and secure renewal.
• Own the channel strategy for AI solution dissemination and adoption.
• Utilize data-driven insights to track AI adoption, resolution metrics, and gross revenue retention improvements.
• Advise customers on ethical AI practices, data governance, and compliance considerations.

Requirements

• Minimum of 10+ years of related experience in Customer Success / Experience.
• Minimum of 2+ years of AI related experience.
• Previous experience in go-to-customer/GTM roles in enterprise technology / SaaS (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.
• Bachelor’s degree in Business, Computer Science, Engineering, or related field.
• Experience managing AI or software adoption programs with demonstrated impact on business metrics.
• 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
• AI Domain Expertise
• Familiarity with emerging AI trends

Location

• Remote

Work Type

• Hybrid
• Full-time

Experience Level

• 10+ years of related experience
• 2+ 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

About the Company

• Zendesk software was built to bring a sense of calm to the chaotic world of customer service.
• Zendesk powers billions of conversations with brands.
• Zendesk believes in offering its people a fulfilling and inclusive experience.
• Zendesk offers a hybrid way of working, enabling purposeful in-person collaboration and remote flexibility.

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.