AI Adoption & Strategy Lead

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

Job summary

Zendesk, Inc. is seeking an AI Success Strategist to own end-to-end AI roadmaps for large customers.

You will translate product capabilities into business value, align executive stakeholders, and coordinate cross-functional teams across Product, Services, Sales, and Partners to scale AI initiatives. You will define long-term vision, design deployment reviews, and ensure measurable outcomes like higher adoption, retention, and revenue impact.

Qualifications

• 5+ years in Customer Success/Experience with AI experience preferred.
• Enterprise SaaS go-to-customer experience or consulting background.
• Experience using adoption analytics to forecast churn and expansion.
• Strong program management and cross-functional influence.

Responsibilities

• Own end-to-end AI roadmap delivery across key customers.
• Act as design authority for AI deployments and reviews.
• Partner with exec stakeholders to refine forward-looking AI strategy.
• Align Product, Services, Sales, and Partners to the AI roadmap.
• Coordinate activities, identify risks, and manage resource engagement.
• Maintain recurring cadences for AI roadmaps and outcomes.
• Own channel strategy for AI solution adoption and enablement.
• Track adoption metrics, and drive retention and expansion.
• Provide data-driven insights to optimize outcomes.

Skills

Project management

Product knowledge

Business acumen

Strategic communication

Analytical mindset

Executive engagement

AI strategy

Roadmap delivery

Risk & governance

Education

Bachelor’s degree in Business, Computer Science, Engineering, or related field

Advanced degrees or AI strategy certifications

Tools

Data analytics tooling

CRM/CS tools knowledge

Job description

Zendesk, Inc. is seeking an AI Success Strategist to own end-to-end AI roadmaps for large customers.

You will translate product capabilities into business value, align executive stakeholders, and coordinate cross-functional teams across Product, Services, Sales, and Partners to scale AI initiatives. You will define long-term vision, design deployment reviews, and ensure measurable outcomes like higher adoption, retention, and revenue impact.