AI Adoption & Strategy Architect

Zendesk, Inc.; Town of Texas (WI); Hybrid; USD 118,000 - 178,000; Full time

Job summary

Zendesk, Inc. seeks an AI Success Strategist to own end‑to‑end delivery of customers’ AI roadmaps and translate product capabilities into business value.

You will align executive stakeholders, drive multi‑year strategies, and coordinate Product, Services, Sales and Partners to scale AI programs with measurable outcomes. You will lead discovery, success planning, and ensure adoption milestones drive retention and expansion, while maintaining governance and applying responsible AI practices across

Qualifications

• Must have 5+ years in Customer Success / Experience, 1+ year AI experience.
• Go-to-market roles in enterprise tech or SaaS experience.
• Experience using adoption/health analytics to forecast churn & expansion.
• Bachelor’s degree in business, CS, engineering or related field; advanced degrees preferred.
• Experience managing AI/software adoption programs with retention impact.
• Experience designing and executing success plans or roadmaps.
• Strong program management and cross-functional influence.

Responsibilities

• Own end-to-end delivery of customers’ AI roadmaps and align with business goals.
• Lead design reviews and ensure deployments follow best practices.
• Partner with executives to refine a forward‑looking AI strategy.
• Coordinate internal cross‑functional teams to deliver the AI roadmap.
• Lead engagement activities, identify risks, and allocate resources.
• Maintain recurring cadence and mutual roadmaps for value and renewal.

Skills

Project management

Product knowledge

Business acumen

Consultation & communication

Analytical thinking

Forward-thinking

Responsible AI & compliance

Education

Bachelor’s degree or higher

AI strategy or project mgmt certs

Job description

Zendesk, Inc. seeks an AI Success Strategist to own end‑to‑end delivery of customers’ AI roadmaps and translate product capabilities into business value.

You will align executive stakeholders, drive multi‑year strategies, and coordinate Product, Services, Sales and Partners to scale AI programs with measurable outcomes. You will lead discovery, success planning, and ensure adoption milestones drive retention and expansion, while maintaining governance and applying responsible AI practices across