AI Adoption & Strategy Lead

Zendesk; Orlando (FL); Hybrid; USD 118,000 - 178,000; Full time

Job summary

Zendesk seeks an AI Success Strategist to own end-to-end AI roadmaps, translating product capabilities into strategic business value. You will align Product, Services, Sales, and Partners to scale AI programs with executive sponsorship and measurable outcomes.

Responsibilities include leading AI adoption, designing long-term vision, and driving renewal through value realization, retention, and expansion. A strong background in customer success and AI strategy is required.

Qualifications

• 5+ years of related experience in Customer Success / Experience, 1+ years of AI related experience.
• Go-to-customer / GTM roles in enterprise technology / SaaS.
• Experience using adoption analytics to forecast churn and expansion; surface early risk signals.
• Bachelors degree in Business, Computer Science, Engineering, or related field; advanced degrees preferred.
• Certifications in AI strategy or project management preferred.
• Experience designing and executing success plans or roadmaps with measurable outcomes.

Responsibilities

• Own end-to-end AI roadmap delivery for key customers, aligning with business goals.
• Serve as design authority for AI deployments and coordinate with Professional Services for guidance and troubleshooting.
• Partner with executives to co-create forward-looking AI strategy and serve as trusted advisor.
• Align internal cross-functional teams to deliver the AI roadmap.
• Coordinate and sequence activities, identify risks early, ensure resources are engaged appropriately.
• Maintain recurring cadence and mutual AI Roadmap for strategic goals and renewal.
• Own the channel strategy for AI solution dissemination and adoption.
• Use data-driven insights to track adoption, resolution metrics, and retention improvements.

Skills

Program Management

Strategic thinking

Stakeholder Management

AI & Generative AI understanding

Communication & Consulting

Data analytics

Education

Bachelors degree in Business/CS/Engineering

Job description

Zendesk seeks an AI Success Strategist to own end-to-end AI roadmaps, translating product capabilities into strategic business value. You will align Product, Services, Sales, and Partners to scale AI programs with executive sponsorship and measurable outcomes.

Responsibilities include leading AI adoption, designing long-term vision, and driving renewal through value realization, retention, and expansion. A strong background in customer success and AI strategy is required.