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About the Role

AI Success Strategists at Zendesk shape and deliver long-term AI success for customers by owning the strategic AI roadmap, maximizing business impact, and building executive partnerships. This role transcends technical deployment, focusing on orchestrating AI initiatives for predictable scaling and customer satisfaction.

Responsibilities

Own end-to-end delivery of customers’ AI roadmaps, translating product capabilities into clear business strategies.
Define a long-term AI vision and align internal and external teams to drive execution from initial adoption through sustained expansion.
Lead structured discovery and success-planning engagements to create measurable playbooks and milestones.
Accelerate customers’ time-to-value by driving adoption and operational excellence for Zendesk AI solutions.
Own customers’ multi-year AI roadmap and execute cross-functional delivery, aligning Product, Services, Sales, and Partners.
Deliver quantifiable commercial outcomes, protecting renewals and growing account expansion.
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.
Serve as the primary AI thought leader and trusted advisor throughout the engagement lifecycle.
Dedicate effort to internal cross-functional collaboration, aligning Product, Professional Services, Sales, and Success teams.
Serve as the Engagement Lead, coordinating activities, escalating risks, and ensuring 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.

Requirements

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.
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

Location

Hybrid

Work Type

Hybrid
Full-time

Experience Level

5+ 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

About the Company

Zendesk software was built to bring a sense of calm to the chaotic world of customer service.
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

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.