# AI Success Strategist

**Company**: Zendesk
**Location**: Tokyo
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Category**: Customer Service
**Industry**: Technology

**Apply**: https://zendesk.wd1.myworkdayjobs.com/en-US/zendesk/job/Tokyo-Japan/AI-Success-Strategist_R35607?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_998e4cc1-4fe

## Description

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;

- Bachelor’s degree in Business, Computer Science, Engineering, or related field;

**Great to have**

- AI Domain Expertise: Deep understanding of AI capabilities within Zendesk’s platform.

**Hybrid**: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week.

## Skills

### Required
- Project Management
- Product Knowledge
- Business Acumen
- Communication
- Analytical Skills
- AI

### Nice to have
- AI Domain Expertise

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Source: [Apply at zendesk.wd1.myworkdayjobs.com](https://zendesk.wd1.myworkdayjobs.com/en-US/zendesk/job/Tokyo-Japan/AI-Success-Strategist_R35607?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)