AI Adoption & Success Architect

Zendesk, Inc.; Austin (TX); Hybrid; USD 118,000 - 178,000; Full time

Benefits offered by this job

Hybrid work schedule

Competitive compensation

Equal opportunity employer

Job summary

Zendesk, Inc. seeks a senior customer success leader to accelerate AI adoption and deliver measurable business impact for strategic customers. You will own multi‑year AI roadmaps, align cross‑functional teams, and drive adoption that protects renewals and fuels expansion.

You will partner with executives to shape AI strategy, coordinate product, services, and engineering efforts, and champion responsible AI practices across engagements, including hybrid office collaboration.

Qualifications

• Bachelor’s degree in Business, Computer Science, Engineering, or related field; advanced degrees preferred.
• Experience in AI strategy or project management preferred.
• 5+ years in Customer Success/Experience; 1+ year AI related experience.
• Experience in go-to-market roles in enterprise SaaS.
• Experience forecasting churn/expansion with adoption analytics.

Responsibilities

• Own customers’ multi-year AI roadmap and cross-functional delivery.
• Lead AI deployment design reviews and provide guidance with Professional Services.
• Coordinate internal/external stakeholders to align Product, Services, Sales and Partners.
• Drive adoption metrics, renewals, and revenue retention improvements.
• Advise on Responsible AI practices and governance.

Skills

Customer success management

GTM strategy

Stakeholder management

Cross-functional collaboration

Analytical decision making

Executive communication

AI adoption expertise

Education

Bachelor’s degree in Business/CompSci/Engineering

Advanced degrees or AI strategy/project management certs

Tools

None

Job description

Zendesk, Inc. seeks a senior customer success leader to accelerate AI adoption and deliver measurable business impact for strategic customers. You will own multi‑year AI roadmaps, align cross‑functional teams, and drive adoption that protects renewals and fuels expansion.

You will partner with executives to shape AI strategy, coordinate product, services, and engineering efforts, and champion responsible AI practices across engagements, including hybrid office collaboration.