Zendesk · 1 day ago
AI Specialist, Customer Success (Scaled)
Austin, TX
Full-time
Hybrid
Mid, Senior Level
$118K/yr - $178K/yr
5+ years expZendesk is revolutionizing customer experience through its AI-powered Resolution Platform. The AI Specialist, Customer Success will serve as a trusted advisor to customers, ensuring they maximize their outcomes and realize ROI from Zendesk's advanced AI solutions.
Customer ServiceData ManagementEnterprise SoftwareSoftwareTechnical Support
Responsibilities
Take end-to-end ownership for customer success with Zendesk’s AI portfolio, proactively managing their journey to ensure rapid value realization and measurable business outcomes. Your accountability covers initial adoption, continued engagement, expansion, and renewal
Serve as the technical authority and advisor. Develop and apply a deep technical understanding of Zendesk’s advanced AI agents, integrations, and how they interact with the wider platform. Guide customers on best practices and solution design to optimize performance and business impact
Drive AI adoption by orchestrating and optimizing the customer experience (CX) across the entire AI journey. You’ll collaborate with Professional Services on onboarding, define success plans, and ensure ongoing engagement and solution sophistication
Leverage analytical capability to interpret AI performance data, usage trends, and customer health metrics. Use these insights to anticipate risks, identify growth opportunities, and drive informed, outcome-driven actions
Identify and act on commercial opportunities through your commercial acumen—spotting and executing on whitespace for AI-driven expansion, cross-sell, and upsell, and supporting renewals based on demonstrable value achieved
Function as a strategic partner and trusted advisor, building strong, consultative relationships with customer executives and operational leaders. Facilitate joint business reviews, co-create innovation strategies, and align on shared goals for AI-powered transformation
Be an unwavering adoption and value evangelist for Zendesk’s AI solutions; coach customers toward advanced use, continually articulate the measurable impact and business value of AI, and champion customer success stories within Zendesk and beyond
Qualification
Required
Must have a minimum of 5+ years of related experience in Customer Success / 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
Bachelor's degree in Computer Science, Engineering, Business, or a related field
Experience deploying, supporting, or driving adoption of AI-powered or SaaS solutions in a customer-facing capacity
Ability to explain complex AI concepts to both technical and executive audiences, demonstrating business relevance
Highly developed relationship management, program management, and consultative skills
Proficient with customer success tools and comfortable with data analysis and reporting
Experience working cross-functionally and influencing at multiple organizational levels
Benefits
Bonus
Benefits
Related incentives
Company
Zendesk
Zendesk develops a customizable customer service platform for organizations.
5001-10000 employees
H1B Sponsorship
Zendesk has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (50)
2024 (69)
2023 (37)
2022 (92)
2021 (93)
2020 (44)
Funding
Current Stage
Public CompanyTotal Funding
$85.5MKey Investors
RedpointMatrixBenchmark
2022-11-22Private Equity
2022-06-24Acquired
2019-09-18Grant
Leadership Team
Mikkel Asger Svane
CEO and Co-Founder
Adrian McDermott
Chief Technology Officer
Recent News
Index Ventures
2026-01-06
Small Business Trends
2026-01-04
Small Business Trends
2025-12-25
Company data provided by crunchbase