AI Adoption & Success Architect

Zendesk; Austin, Northern (TX, KY); Hybrid; USD 118,000 - 178,000; Full time

Job summary

Zendesk is seeking a strategic leader to accelerate customer AI adoption and deliver measurable business impact across multi‑year roadmaps. You will partner with Product, Services, Sales, and Partners to scale safe, scalable AI programs while protecting renewals and driving expansion.

The role emphasizes executive engagement, responsible AI governance, and a hybrid work model. Zendesk fosters diversity and inclusion and offers a collaborative, global environment.

Qualifications

• Minimum 5+ years in Customer Success / Experience with 1+ year AI-related experience
• Experience in GTM roles in enterprise technology / SaaS—CS/PS/TAM or solutions engineering/pre‑sales
• Experience using adoption and health analytics to forecast churn and expansion; surface early risk signals and mitigations
• Bachelor’s degree in Business, Computer Science, Engineering, or related field; advanced degrees; AI strategy or project management certifications preferred
• Experience managing AI or software adoption programs with measurable impact on retention or satisfaction
• Experience designing and executing success plans or roadmaps that drive measurable customer outcomes
• Excellent program management and cross‑functional influence skills
• Familiarity with emerging AI trends is a plus
• Ability to distill complex AI concepts for diverse audiences, especially executives
• US annualized OTE range for this position is $118,000.00-$178,000.00 with a 70/30 base/commission mix

Responsibilities

• Own AI roadmap delivery for key customers—design, plan, and execute adoption and expansion roadmaps
• Serve as design authority for AI deployments; lead reviews and coordinate with Professional Services for integration guidance
• Partner with executives to co‑create forward-looking AI strategy and act as trusted advisor
• Align Product, Services, Sales, Success, and partners to deliver the AI roadmap
• Coordinate and sequence activities, manage risks, and ensure right resources are engaged at the right times
• Maintain recurring outcome‑driven cadences and a mutual AI roadmap to maximize value and renewals
• Own channel strategy for AI dissemination and partner engagement
• Track AI adoption and revenue retention metrics to inform action plans
• Advise on Responsible AI, data governance, and compliance with guardrails

Skills

Strategic thinking

Program management

Stakeholder management

Analytics

Cross-functional collaboration

Communication

AI literacy

Education

Bachelor's degree in Business/CS/Engineering

Advanced degrees preferred

Job description

Zendesk is seeking a strategic leader to accelerate customer AI adoption and deliver measurable business impact across multi‑year roadmaps. You will partner with Product, Services, Sales, and Partners to scale safe, scalable AI programs while protecting renewals and driving expansion.

The role emphasizes executive engagement, responsible AI governance, and a hybrid work model. Zendesk fosters diversity and inclusion and offers a collaborative, global environment.