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About the Role
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.
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.
- Align 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 resources are engaged.
- 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
- Proven ability to orchestrate multi-phase technology adoption projects.
- Product expert who assesses customers' use case automation potential and technical readiness.
- Demonstrated skill in aligning AI solutions to customer business challenges, driving revenue growth, and influencing executive decision-making.
- Strong stakeholder engagement skills to advance AI adoption and sustain strategic partnerships.
- Strong analytical capacity to interpret adoption data, develop predictive health scores, and forecast retention/expansion.
- Visionary in embracing AI’s potential with a grounded, realistic approach to execution.
- Minimum of 5+ 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 (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.
- 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.
- Familiarity with emerging AI trends is a plus.
- Ability to distill complex AI concepts for diverse audiences, especially executive stakeholders.
Skills
- AI
- Generative AI
- Integrations
- Authentication
- Project Management
- Program Management
- Business Strategy
- Communication
- Analytical Skills
- Data Analysis
- AI Strategy
- Customer Success
- Customer Experience
- Enterprise Technology
- SaaS
- Technical Account Management
- Solutions Engineering
- Pre-sales Consulting
- Adoption Analytics
- Health Analytics
- Cross-functional Influence
Location
- US
Work Type
- Hybrid
Experience Level
- 5+ years related experience
- 1+ 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)
- Pay mix of 70/30 (base/commission)
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.
- Zendesk believes in offering our people a fulfilling and inclusive experience.
- Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.
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.