AI Success Strategist

Zendesk•Austin, TX

1d•Hybrid

About The Position

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.

Requirements

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
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.
Ability to distill complex AI concepts for diverse audiences, especially executive stakeholders.

Nice To Haves

Advanced degrees
Certifications in AI strategy or project management preferred.
Familiarity with emerging AI trends is a plus
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.

Responsibilities

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.
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.
Coordinate troubleshooting and technical escalations with Professional Services, Product and Engineering to resolve blockers quickly for complex agent implementations.
Partner with executive stakeholders to co-create and refine a forward-looking AI strategy that anticipates market trends and customer needs.
Serve as the primary AI thought leader and trusted advisor throughout the engagement lifecycle.
Align Product, Professional Services, Sales, Success, and other teams to deliver on the AI roadmap.
Coordinate and sequence activities, identify and escalate risks early, and ensure the right technical, product, and services resources are engaged at the appropriate times.
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.
Own the channel strategy for AI solution dissemination and adoption, balancing direct customer delivery with channel enablement and partner engagement.
Utilize data-driven insights to track AI adoption, resolution metrics, and gross revenue retention improvements.
Continuously refine strategies to optimize outcomes and customer satisfaction.
Confidently advise customers on ethical AI practices, data governance, and compliance considerations — framing use cases within safe, explainable, and policy‑aligned guardrails.