Automation Strategist, Customer Success

Zapier

10d•$158,300 - $237,500•Remote

About The Position

Zapier’s mission is to make automation and AI accessible to everyone. Our enterprise customers are adopting automation as a strategic capability, not just a tool. They need expert partners who can help them orchestrate processes, unlock new use cases, and scale their impact. We’re looking for an Automation Strategist to join our Customer Success organization as the core role working with customers on our enterprise plan. This role blends strategic advisory, orchestration design, and value-focused relationship expansion. As an Automation Strategist, you will help customers shape their automation strategy, identify and deploy high-value use cases, and guide them toward meaningful AI-enabled transformation. This role moves beyond classic Customer Success, focusing on consulting, systems thinking, orchestration, executive alignment and continuous value discovery, rooted in our team’s mission of delivering value through clarity, impact, curiosity, and approachable expertise.

Requirements

You see opportunity in ambiguity and building things that scale
You experiment, learn quickly, and iterate openly, unafraid to make, and revise, bets.
You enjoy creating playbooks as much as running them.
You appreciate that each customer is unique, yet you build frameworks that scale across them.
You use AI in your work today — not occasionally, but as part of how you operate at a high level. You can point to workflows you’ve built, how your approach has evolved through iteration, and the impact on quality, efficiency, and experience — while intentionally applying AI for the right outcomes, setting a high bar for outputs, and taking ownership of what ships.
You’re a strategic, customer-centric problem solver.
You’re relentlessly focused on the outcome and willing to learn new approaches or challenge the status quo to deliver value for our enterprise customers.
With 5+ years in SaaS (customer success, consulting, solutions, enterprise product or similar process and system strategy roles), customers see you as a valuable extension of their team
You have thoughts on how modern businesses should operate, including where inefficiencies hide and how automation + AI unlock leverage.
You can operate across audiences, from executive sponsors to execution teams running sprint-style projects.
You connect business goals to product solutions
You’re skilled at discovering what customers actually need (not just what they say),
You communicate automation value in terms of ROI, efficiency, scalability, and risk reduction
You think in systems, logic, and orchestration frameworks, but don’t get bogged down in technical details.
You own the outcome, project managing stakeholders internally (TAM, product, support) and externally (customer execution teams, Line of Business Leaders) to deliver realized, quantifiable value.
You’re an exceptional communicator: Communicate strategy and insights with clarity, empathy, and precision. You know when to use async vs. live to balance ideal outcomes and speed, employing Slack, email, workshops, executive briefings, texts, and standups. You leverage automation and AI yourself to execute with clarity, speed, and alignment.
Data guides your decisions: You interpret usage patterns, account signals, and customer behavior to inform strategy. You collaborate with data science and RevOps to shape MVP → mature data products and workflows. You combine early data signals with strong first principles thinking to make decisions and evaluate progress.
You embody our cultural anchors: You lead customer engagements with clarity, dependability, approachable expertise, focusing on delivery meaningful value. Internally you exercise good judgement and demonstrate our values of collaboration with purpose, accountability, recognition.

Responsibilities

Guide Customers’ Automation Strategy: Build deep relationships that uncover goals, challenges, and priorities. Advise on automation governance, best practices, and cross-functional program structure, process and design. Help customers set goals and adopt AI-orchestrated processes across lines of business.
Discover and Deploy High-Value Use Cases: Identify impactful automation opportunities through exec alignment, influencer mapping, and citizen-developer input. Work with customer stakeholders, SAs and TAMs to co-design implementation patterns that ensure scalability and long-term success. Translate business problems into orchestration strategies that deliver measurable value. Capture the prior state and descriptive metrics that help you quantify the impact of the work.
Drive Customer Outcomes: Demonstrate ROI and unlock new value paths through expanded automation usage. Accelerate renewal and expansion by deepening customer maturity and outcomes.
Collaborate Across Zapier: Partner with Sales, Support, Product, and others to deliver a unified customer experience. Share insights that influence roadmap decisions, positioning and GTM strategy.
Build a World-Class Program: Help scale the methodologies, frameworks, and assets that define automation strategy at Zapier. Do the best work of your life as we build Zapier for Enterprise from a subset of the business to the default choice of enterprises globally.