AI Adoption & Roadmap Leader

Zendesk; New York (NY); Hybrid; USD 118,000 - 178,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Zendesk seeks an AI Success Strategist to own multi‑year AI roadmaps for key customers, translating product capabilities into strategic business value. You will align Product, Services, Sales, and Partners to scale AI programs while guiding executive stakeholders.

This role emphasizes measurable outcomes, adoption analytics, and sustained customer success across a SaaS platform. You will drive adoption, define long‑term AI vision, and orchestrate resources to secure renewals and growth, with a

Qualifications

• Minimum 5+ years in Customer Success / Experience with 1+ year in AI-related work.
• Experience in go-to-customer/GTM for enterprise tech or SaaS.
• Ability to forecast churn/expansion using adoption analytics.
• Bachelor’s in Business, CS, Engineering or related field; advanced degrees/certs preferred.
• Experience designing and executing success plans or roadmaps.
• Excellent program management and cross-functional influence.
• Familiarity with emerging AI trends is a plus.

Responsibilities

• Own end-to-end delivery of customers’ AI roadmaps and align with business goals.
• Lead design reviews; coordinate with Professional Services, Product, and Engineering.
• Partner with exec stakeholders to refine forward-looking AI strategy.
• Coordinate internal cross-functional alignment across Product, Services, Sales, Success.
• Serve as Engagement Lead; manage risks and resource sequencing.
• Maintain mutual AI Roadmap with measurable milestones and renewals.
• Own channel strategy for AI adoption, balancing direct delivery and partner enablement.
• Measure adoption, metrics, and revenue retention; refine strategies accordingly.

Skills

Project management

Product knowledge

Business strategy

Stakeholder management

Analytics

Communication

AI governance

Education

Bachelor's degree + AI certs

Job description

Zendesk seeks an AI Success Strategist to own multi‑year AI roadmaps for key customers, translating product capabilities into strategic business value. You will align Product, Services, Sales, and Partners to scale AI programs while guiding executive stakeholders.

This role emphasizes measurable outcomes, adoption analytics, and sustained customer success across a SaaS platform. You will drive adoption, define long‑term AI vision, and orchestrate resources to secure renewals and growth, with a