AI Adoption & Strategy Leader

Zendesk; Wilmington (DE); Hybrid; USD 118,000 - 178,000; Full time

Benefits offered by this job

Hybrid work model

Diversity & inclusion initiatives

Job summary

Zendesk seeks an AI Success Strategist to own multi-year AI roadmaps and translate capabilities into strategic business value for customers. You will align Product, Services, Sales, and Partners to drive adoption, expansion, and renewal while guiding executives with a forward-looking AI vision.

You will lead discovery engagements, design authority reviews, and coordinate cross-functional teams to ensure scalable, compliant AI deployments and measurable outcomes.

Qualifications

• Minimum 5+ years in Customer Success/Experience; 1+ year AI-related experience.
• Go-to-customer/GTM experience in enterprise tech or SaaS roles.
• Experience using adoption analytics to forecast churn and expansion.
• Bachelor’s degree in Business, CS, Engineering or related field; AI strategy or PM certs preferred.
• Experience designing and executing success plans or roadmaps with measurable outcomes.
• Strong program management with cross-functional influence.
• Familiarity with emerging AI trends.

Responsibilities

• Own end-to-end delivery of customers’ AI roadmaps and translate product capabilities into business value.
• Lead design reviews for AI deployments and coordinate with Professional Services/Engineering to resolve blockers.
• Partner with executives to co-create a forward-looking AI strategy and align with customer needs.
• Align Product, Services, Sales, Success and other teams to deliver the AI roadmap.
• Coordinate activities, identify risks early, and ensure appropriate resources are used.
• Maintain recurring cadences and mutual AI roadmaps to maximize value and renewals.
• Own channel strategy for AI adoption, balancing direct delivery with partner enablement.
• Use data-driven insights to track adoption, resolution metrics, and retention improvements.

Skills

AI strategy

Customer success

Program management

Stakeholder engagement

Data analysis

Executive communication

Strategic thinking

Education

Bachelor’s degree in Business, Computer Science, Engineering

Job description

Zendesk seeks an AI Success Strategist to own multi-year AI roadmaps and translate capabilities into strategic business value for customers. You will align Product, Services, Sales, and Partners to drive adoption, expansion, and renewal while guiding executives with a forward-looking AI vision.

You will lead discovery engagements, design authority reviews, and coordinate cross-functional teams to ensure scalable, compliant AI deployments and measurable outcomes.