Senior AI Success Strategist

🔥 0 minutes ago

🔔 Pennsylvania, South Carolina, +2 more states – Remote

🔔 Pennsylvania – Remote 🌴 South Carolina – Remote 🎸 Tennessee – Remote ⚔️ Virginia – Remote

💵 $158k - $236k / year

⏰ Full Time

🟠 Senior

🤖 Artificial Intelligence

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Zendesk

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 2007

💼 Consulting

📣 Marketing

📦 Logistics

💰 Grant on 2019-09

Consulting • Marketing • Logistics

Zendesk is a company that provides a comprehensive suite of customer service and sales solutions. Their offerings include messaging, live chat, AI-driven automation, data privacy and protection, and an agent workspace, all designed to enhance customer experience and support operations. Their platform is designed to be flexible and scalable, catering to businesses of all sizes, including small enterprises, startups, and large corporations. Zendesk emphasizes the importance of integrated workflows and personalized customer interactions, leveraging customer data and AI to improve service efficiency. Additionally, they provide professional services, resources for training, and a strong emphasis on diversity, inclusion, and sustainability.

📋 Description

• Own end-to-end delivery of customers’ AI roadmaps from initial adoption through sustained expansion • Design, plan, and execute AI adoption and expansion roadmaps aligned with customer business goals • Serve as design authority for AI deployments and lead solution design reviews • Collaborate with Professional Services on integration and configuration guidance • Coordinate troubleshooting and technical escalations with Professional Services, Product, and Engineering • Co-create long-term AI strategies with executive stakeholders and act as a trusted AI advisor • Align Product, Professional Services, Sales, Success, and partner teams to deliver AI roadmaps • Coordinate engagement activities, identify and escalate risks, and ensure appropriate resources are engaged • Maintain outcome-driven cadences and mutual AI roadmaps supporting measurable success and renewals • Own channel strategy for AI solution dissemination, adoption, enablement, and partner engagement • Track AI adoption, resolution metrics, gross revenue retention, customer satisfaction, and business impact • Advise customers on ethical AI, data governance, compliance, and safe, explainable, policy-aligned use cases • Drive adoption and operational excellence for Zendesk AI solutions to accelerate customer time-to-value • Deliver commercial outcomes including renewal protection, account expansion, retention, and predictable revenue improvements

🎯 Requirements

• Minimum 8+ years of related experience in Customer Success / Experience • Minimum 2+ years of AI-related experience • Previous go-to-customer/GTM experience in enterprise technology / SaaS • Experience in customer success management, professional services/consulting, technical account management, or solutions engineering/pre-sales consulting • Experience using adoption and health analytics to forecast churn and expansion, identify early risks, and recommend mitigations • Bachelor’s degree in Business, Computer Science, Engineering, or a related field • Experience managing AI or software adoption programs with measurable impact on retention, satisfaction, or other business metrics • 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 • Ability to distill complex AI concepts for diverse audiences, especially executive stakeholders • Product expertise sufficient to assess automation potential and technical readiness, including generative AI, integrations, and authentication • Ability to liaise with Product Development teams to remove adoption blockers, implement fixes, and provide feedback on beta features • Strong analytical ability to interpret adoption data, develop predictive health scores, forecast retention/expansion, and translate metrics into action plans • Deep understanding of AI capabilities within Zendesk’s platform • Advanced degrees and certifications in AI strategy or project management are preferred

🏖️ Benefits

• Bonus, benefits, or related incentives may be available • Hybrid way of working with flexibility to work remotely for part of the week • Opportunities to connect, collaborate, and learn in Zendesk offices • Reasonable accommodations for applicants with disabilities and disabled veterans • Inclusive workplace and global diversity, equity, and inclusion efforts