Job Description

Why This Role Why Now

Customer experience is transforming through AI-driven innovation. At Zendesk we dont just embrace this change we lead it. As visionary architects of our AI-powered Resolution Platform AI Success Strategists shape and deliver long-term AI success for our customers. This role transcends technical deployment; it is about owning the strategic AI roadmap maximizing business impact and builds executive partnerships from day one so AI initiatives start strong and scale predictably.

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. Your success is measured by high customer satisfaction increased automated resolution usage and improved retentionwhile orchestrating the right mix of product services and partner resources. You will lead structured discovery and success-planning engagements that create measurable playbooks and milestones early in the lifecycle.

Overarching Objective For The Role:

• Accelerate customers timetovalue by driving adoption and operational excellence for Zendesk AI solutions ensuring customers realize measurable business impact from initial deployment through scale

• Own customers multiyear AI roadmap and execute crossfunctional deliveryaligning Product Services Sales and Partners to scale safe sustainable AI programs

• Deliver quantifiable commercial outcomesprotect renewals grow account expansion and translate AI adoption into predictable revenue and retention improvements

How Youll Make an Impact

Strategic Responsibilities

• Full Ownership of AI Roadmap Delivery: 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.

• Design Authority: 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. For complex agent implementations coordinate troubleshooting and technical escalations with Professional Services Product and Engineering to resolve blockers quickly.

• Long-term AI Vision & Business Strategy: 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.

• Internal and External Stakeholder Alignment: Dedicate effort to internal cross-functional collaboration aligning Product Professional Services Sales Success and other teams to deliver on the AI roadmap.

• Serve as the Engagement Lead: Coordinate and sequence activities identify and escalate risks early and ensure the right technical product and services resources are engaged at the appropriate times.

• Sustain Engagement & Mutual AI Roadmap: 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.

• Channel & Adoption Strategy: Own the channel strategy for AI solution dissemination and adoption balancing direct customer delivery with channel enablement and partner engagement.

• Measure and Drive Impact: Utilize data-driven insights to track AI adoption resolution metrics and gross revenue retention improvements. Continuously refine strategies to optimize outcomes and customer satisfaction.

What Youll Need to Succeed

Strategic Skills & Expertise

• Project & Program Management: Proven ability to orchestrate multi-phase technology adoption projects managing diverse teams and timelines with clarity and agility.

• Product and Technical Knowledge: Product expert who assesses customers use case automation potential and technical readiness (generative AI integrations authentication) helps craft user journeys and translates features into value. Liaise with ProdDev teams to remove blockers for adoption implement fixes and provide feedback on (beta) features.

• Business & Strategic Acumen: Demonstrated skill in aligning AI solutions to customer business challenges driving revenue growth and influencing executive decision-making.

• Consultation & Communication: Strong stakeholder engagement skillswhether customer executives or internal teamsto advance AI adoption and sustain strategic partnerships.

• Analytical & Outcome-Focused: Strong analytical capacity to interpret adoption data develop predictive health scores forecast retention/expansion and translate metrics into prioritized action plans.

• Forward-Thinking & Pragmatic: Visionary in embracing AIs potential with a grounded realistic approach to executionbalancing innovation with practical delivery feasibility.

• Responsible AI & Compliance: Confidently advise customers on ethical AI practices data governance and compliance considerations framing use cases within safe explainable and policyaligned guardrails

Qualifications

• Must have a 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.

• Bachelors degree in Business Computer Science Engineering or related field; advanced degrees; certifications in AI strategy or project management preferred.

• 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.

• Familiarity with emerging AI trends is a plus

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

Great to have

• AI Domain Expertise: Deep understanding of AI capabilities within Zendesks platform not necessarily hands-on technical but sufficient to translate product features into business value and strategic initiatives.

#LI-MR7

Hybrid: In this role our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection collaboration learning and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.

The intelligent heart of customer experience

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working enables us to purposefully come together in person at one of our many Zendesk offices around the world to connect collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

As part of our commitment to fairness and transparency we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position in accordance with Company guidelines and applicable law.

Zendesk is an equal opportunity employer and were proud of our ongoing efforts to foster global diversity equity & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race color religion national origin age sex gender gender identity gender expression sexual orientation marital status medical condition ancestry disability military or veteran status or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law please click here.

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application complete any pre-employment testing or otherwise participate in the employee selection process please send an e-mail to with your specific accommodation request.