AI Adoption & Strategy Leader

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

Benefits offered by this job

Hybrid work model

Inclusive culture

Job summary

Zendesk is seeking an AI Success Strategist to own end-to-end delivery of customers’ AI roadmaps, translating product capabilities into business value. You will align internal teams and drive adoption from initial deployment through scale, with a focus on measurable outcomes such as retention and expansion.

You will partner with senior stakeholders to shape long-term AI strategy, influence cross-functional decisions, and ensure customer success throughout the lifecycle in a hybrid US-based role.

Qualifications

• 5+ years in Customer Success / Experience with AI experience preferred.
• Go-to-customer / GTM roles in enterprise tech / SaaS.
• Experience using adoption analytics to forecast churn and expansion.
• Experience designing and executing success plans or roadmaps that drive measurable customer outcomes.

Responsibilities

• Own end-to-end delivery of customers’ AI roadmaps and align to business goals.
• Lead design reviews for AI deployments and coordinate with Professional Services, Product, and Engineering to resolve blockers.
• Partner with executives to co-create a forward-looking AI strategy and act as trusted advisor.
• Align cross-functional teams (Product, Services, Sales, Success) to deliver the AI roadmap.
• Coordinate activities, identify risks early, and ensure resources are engaged at the right times.
• Maintain recurring cadences and a mutual AI roadmap to maximize value and renewals.

Skills

Strategic planning

Program management

AI product knowledge

Executive engagement

Education

Bachelor's degree

Job description

Zendesk is seeking an AI Success Strategist to own end-to-end delivery of customers’ AI roadmaps, translating product capabilities into business value. You will align internal teams and drive adoption from initial deployment through scale, with a focus on measurable outcomes such as retention and expansion.

You will partner with senior stakeholders to shape long-term AI strategy, influence cross-functional decisions, and ensure customer success throughout the lifecycle in a hybrid US-based role.