AI Success Strategist

Customer experience is transforming through AI-driven innovation. At Zendesk, we don’t just embrace this change , we lead it. As visionary architects of our AI-powered Resolution Platform, AI Success Strategists shape and deliver long-term AI success for our customers.

You will 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.

Overarching Objective For 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

How You’ll Make an Impact

• Full Ownership of AI Roadmap Delivery: 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.
• Design Authority: 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 configuration guidance.
• Long-term AI Vision & Business Strategy: Partner with executive stakeholders to co-create and refine a forward-looking AI strategy that anticipates market trends and customer needs.
• Internal and External Stakeholder Alignment: Dedicate effort to internal cross-functional collaboration, aligning Product, Professional Services, Sales, Success, and other teams to deliver on the AI roadmap.
• Serve as the Engagement Lead: Coordinate and sequence activities, identify and escalate risks early, and ensure the right technical, product, and services resources are engaged at the appropriate times.
• Sustain Engagement & Mutual AI Roadmap: 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.
• Channel & Adoption Strategy: Own the channel strategy for AI solution dissemination and adoption, balancing direct customer delivery with channel enablement and partner engagement.
• Measure and Drive Impact: Utilize data-driven insights to track AI adoption, resolution metrics, and gross revenue retention improvements.

What You’ll Need to Succeed

• Project & Program Management: Proven ability to orchestrate multi-phase technology adoption projects, managing diverse teams and timelines with clarity and agility.
• Product and Technical Knowledge: Product expert who assesses customers' use case automation potential and technical readiness.
• Business & Strategic Acumen: Demonstrated skill in aligning AI solutions to customer business challenges, driving revenue growth, and influencing executive decision-making.
• Consultation & Communication: Strong stakeholder engagement skills,whether customer executives or internal teams,to advance AI adoption and sustain strategic partnerships.
• Analytical & Outcome-Focused: Strong analytical capacity to interpret adoption data, develop predictive health scores, forecast retention/expansion, and translate metrics into prioritized action plans.
• Forward-Thinking & Pragmatic: Visionary in embracing AI’s potential with a grounded, realistic approach to execution,balancing innovation with practical delivery feasibility.
• Responsible AI & Compliance: Confidently advise customers on ethical AI practices, data governance, and compliance considerations.

Qualifications

• Must have a 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 , 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.
• Bachelor’s degree in Business, Computer Science, Engineering, or related field; advanced degrees; certifications in AI strategy or project management preferred.
• 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.
• Familiarity with emerging AI trends is a plus
• Ability to distill complex AI concepts for diverse audiences, especially executive stakeholders.

Great to have

• AI Domain Expertise: Deep understanding of AI capabilities within Zendesk’s platform, not necessarily hands-on technical, but sufficient to translate product features into business value and strategic initiatives.