AI success strategist

Zendesk software brings calm to the chaotic world of customer service and powers billions of conversations with well-known brands.

• Own end-to-end delivery of customers’ AI roadmaps, translating product capabilities into business strategies and driving execution from adoption through expansion
• Accelerate customers’ time-to-value by driving adoption and operational excellence for Zendesk AI solutions
• Align Product, Services, Sales, and Partners to scale safe, sustainable AI programs
• Deliver commercial outcomes by protecting renewals, growing account expansion, and improving revenue and retention
• Lead the design, planning, and execution of AI adoption and expansion roadmaps for key customers
• Review solution designs, ensure deployments follow best practices, and collaborate with Professional Services on integration and configuration guidance
• Coordinate troubleshooting and technical escalations with Professional Services, Product, and Engineering
• Partner with executive stakeholders to develop and refine AI strategies
• Align internal cross-functional teams to deliver on AI roadmaps
• Coordinate engagement activities, identify and escalate risks, and engage the appropriate resources
• Maintain outcome-driven cadences and mutual AI roadmaps with strategic goals, measurable success, and renewal plans
• Own channel strategy for AI solution adoption, balancing direct customer delivery with channel enablement and partner engagement
• Track AI adoption, resolution metrics, and gross revenue retention, and refine strategies to improve outcomes and customer satisfaction
• Assess customers’ automation potential and technical readiness, help craft user journeys, and translate product features into value
• Liaise with ProdDev teams to remove adoption blockers, implement fixes, and provide feedback on beta features
• Advise customers on ethical AI practices, data governance, and compliance
• Use adoption and health analytics to forecast churn and expansion, identify risk signals, and recommend mitigations
• Manage AI or software adoption programs and success plans that deliver measurable customer outcomes

• At least 5 years of related experience in Customer Success / Experience and at least 1 year of AI-related experience
• Previous experience in go-to-customer/GTM roles in enterprise technology or SaaS, such as customer success management, professional services/consulting, technical account management, or solutions engineering/pre-sales consulting
• Experience using adoption and health analytics to forecast churn and expansion, surface early risk signals, and recommend mitigations
• Bachelor’s degree in Business, Computer Science, Engineering, or a related field
• Experience managing AI or software adoption programs with demonstrated impact on business metrics such as retention or satisfaction
• Experience designing and executing success plans or roadmaps that drive measurable customer outcomes
• Strong program management and cross-functional influence skills
• Ability to explain complex AI concepts to diverse audiences, especially executive stakeholders
• Будет плюсом: advanced degrees, certifications in AI strategy or project management, familiarity with emerging AI trends, deep understanding of AI capabilities within Zendesk’s platform

• The role requires attendance at the local office for part of the week; the specific in-office schedule is determined by the hiring manager
• Zendesk may use artificial intelligence or automated decision systems to screen or evaluate applications
• Zendesk provides reasonable accommodations for applicants with disabilities and disabled veterans