Zendesk · 16 hours ago
AI Success Strategist, Customer Success
Austin, Texas, United States of America
Full-time
Hybrid
Senior Level
5+ years expZendesk is a leader in AI-driven customer experience solutions. They are seeking an AI Success Strategist to own the strategic AI roadmap for customers, ensuring successful AI adoption and maximizing business impact through effective collaboration and execution.
Customer ServiceData ManagementEnterprise SoftwareSoftwareTechnical Support
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
Qualification
Required
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
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
Preferred
Advanced degrees; certifications in AI strategy or project management preferred
Familiarity with emerging AI trends is a plus
AI Domain Expertise: 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
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