Overview As AI Success Strategists, you own multi-year AI roadmaps for key customers, translating Zendesk's AI capabilities into strategic business outcomes. You partner with executives and cross-functional teams to drive adoption, scalability, and measurable value from initial deployment through expansion. You'll lead discovery and success planning, align stakeholders, and ensure responsible, compliant AI usage. This role offers influence over strategy, execution, and renewal-driven growth in a rapidly evolving AI landscape.
Compensation / Benefits- hybrid work model
- remote work options
- inclusive environment
- flexible locations
- opportunities for career growth
- competitive compensation
Responsibilities- Own end-to-end AI roadmap delivery and cross-functional alignment
- Serve as design authority for AI deployments and guide integration with Professional Services
- Co-create long-term AI strategy with executive stakeholders
- Coordinate internal and external stakeholder alignment and escalate risks
- Lead ongoing engagement and mutual AI roadmap development to maximize value and renewals
- Define channel and adoption strategy for AI solutions
- Measure impact with data-driven metrics to improve adoption and retention
- Advise on Responsible AI, data governance, and policy-aligned guardrails
Key requirements- 10+ years in Customer Success/Experience
- 2+ years of AI-related experience
- GTM/execution experience in enterprise tech or SaaS (customer success, services, TAM, or solutions engineering)
- Experience using adoption analytics to forecast churn and expansion
- Bachelor's degree in a related field; advanced degrees or AI strategy/project management certifications preferred
- Proven ability to design and execute success plans or roadmaps with measurable outcomes
- Excellent program management and cross-functional influence skills
- Familiarity with emerging AI trends
- Ability to distill complex AI concepts for executives
- stakeholder engagement
- cross-functional influence
- consultative communication
- generative AI
- integrations
- authentication
