# Principal Customer Architect

**Company**: Zendesk
**Location**: Remote, California, United States of America
**Work arrangement**: remote
**Experience**: senior
**Job type**: full-time
**Salary**: $210,000 - $320,000
**Category**: Customer Service
**Industry**: Technology

**Apply**: https://zendesk.wd1.myworkdayjobs.com/en-US/zendesk/job/Remote-California-United-States-of-America/Principal-Customer-Architect_R35819?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/job/principal-customer-architect-2bd9246e-060/

## Description

Join Zendesk as a Principal Customer Architect, helping enterprise customers adopt AI Resolution Platform.

You'll shape technical adoption strategies, guide customers through AI-enabled change, and help them achieve measurable business outcomes.

**Responsibilities:**

- Lead technical adoption roadmaps for strategic customers

- Build account technology plans covering architecture, Zendesk usage, and adoption opportunities

- Diagnose barriers and develop prioritized actions

- Guide customers through AI and platform adoption with repeatable playbooks

- Lead technical discovery and propose tangible outcomes

- Coordinate specialists around shared customer outcomes

- Share technical evidence supporting adoption and track progress

**Requirements:**

- Strong technical judgment across SaaS configuration, integrations, APIs, and AI automation

- Ability to lead structured discovery and explain complex technical ideas in clear business language

- Experience using adoption plans, maturity assessments, and stakeholder alignment

- Good solution-scoping judgment and comfort with light demos and standard configuration

- Proactive and calm approach to ambiguous customer challenges

- AI-literate approach to work, considering data, security, oversight, and measurement

**Basic Qualifications:**

- Typically 12+ years of experience in complex customer-facing technical transformation or a related field

- Experience owning technical adoption or transformation outcomes with enterprise customers

- Demonstrated ability to lead technical discovery and recommend practical solutions

- Track record of influencing senior stakeholders and coordinating cross-functional teams

**Preferred Qualifications:**

- Experience with customer service, CX platforms, AI agents, or workflow automation

- Experience designing productized pilots or repeatable customer playbooks

- Familiarity with regulated environments or advanced AI automation

- Experience turning customer adoption patterns into scalable methods

**Compensation:**

The US annualized OTE range for this position is $210,000 - $320,000 with a base/commission pay mix.

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## Skills

### Required
- SaaS configuration
- integrations
- APIs
- data flows
- AI automation
- technical adoption
- stakeholder alignment

### Nice to have
- customer service
- CX platforms
- AI agents
- workflow automation
- regulated environments
- advanced AI automation

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Source: [Apply at zendesk.wd1.myworkdayjobs.com](https://zendesk.wd1.myworkdayjobs.com/en-US/zendesk/job/Remote-California-United-States-of-America/Principal-Customer-Architect_R35819?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)