AI Success Strategist – AI Strategy & Adoption

Job Description

Principal AI Success Strategist, Customer Success | Zendesk

The Tone:
This is a full-time hybrid role at Zendesk, with locations across the US. Zendesk develops software designed to bring a sense of calm to the chaotic world of customer service, powering billions of conversations with brands you know and love. This role is pivotal in leading the transformation of customer experience through AI-driven innovation, ensuring customers achieve long-term success with Zendesk’s AI-powered Resolution Platform. You will act as a visionary architect, owning the strategic AI roadmap and maximizing business impact from day one.

The TL;DR
• Role: Full Time
• Location: Hybrid – US locations
• Pay: $185000–$277000 yearly
• Team: Cross-functional, within Customer Success
• Mission: 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.

What You’ll Actually Do
• AI Roadmap Delivery: Lead the design, planning, and execution of comprehensive AI adoption and expansion roadmaps for key customers, aligning with their business goals.
• Design Authority: Serve as the design authority for customer AI deployments, leading solution design reviews and ensuring alignment with best practices and integration guidance.
• Strategic AI Vision: Partner with executive stakeholders to co-create and refine a forward-looking AI strategy that anticipates market trends and customer needs.
• Stakeholder Alignment: Coordinate cross-functional collaboration across Product, Professional Services, Sales, and Success teams to deliver on AI roadmaps.
• Impact Measurement: Utilize data-driven insights to track AI adoption, resolution metrics, and gross revenue retention improvements, continuously refining strategies for optimal outcomes.

The Must-Haves
• Background: Bachelor’s degree in Business, Computer Science, Engineering, or a related field, with a minimum of 10+ years of experience in Customer Success / Experience.
• Experience: At least 2+ years of AI-related experience, coupled with previous go-to-customer/GTM roles in enterprise technology / SaaS environments (e.g., CSM, Professional Services, TAM, or Solutions Engineering).
• Skills: Proven ability in project and program management, strong product and technical knowledge of generative AI and integrations, demonstrated business and strategic acumen, and excellent consultation and communication skills for executive stakeholders.
• Bonus: Advanced degrees or certifications in AI strategy or project management are preferred, along with familiarity with emerging AI trends and a deep understanding of AI capabilities within Zendesk’s platform.