AI Strategy & Adoption Architect

Ultimate.ai; Colorado; Hybrid; USD 185,000 - 277,000; Full time

Job summary

Zendesk seeks an AI Success Strategist to own end-to-end AI roadmaps for customers, translating capabilities into strategic business value. You’ll align internal teams and drive adoption from initial deployment to expansion, delivering measurable impact on satisfaction, retention, and revenue.

You will partner with executives, define long-term AI vision, and coordinate cross‑functional efforts across Product, Services, Sales, and Partners to scale AI programs while ensuring responsible AI

Qualifications

• Must have a minimum of 10+ years of related experience in Customer Success / Experience or a closely related field.
• Experience in go-to-customer/GTM roles in enterprise technology / SaaS — including customer success, professional services/consulting, technical account management, or solutions engineering/pre-sales.
• Demonstrated use of adoption and health analytics to forecast churn and expansion; surface early risk signals and mitigation strategies.
• Bachelor’s degree in Business, Computer Science, Engineering, or related field; advanced degrees or certifications in AI strategy or project management preferred.
• 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 executive audiences.

Responsibilities

• Lead the design, planning, and execution of comprehensive AI adoption and expansion roadmaps for key customers.
• Serve as the design authority for customers’ AI deployments and lead solution design reviews.
• Partner with executive stakeholders to co-create a forward-looking AI strategy and act as a trusted advisor.
• Ensure internal cross-functional alignment across Product, Professional Services, Sales, Success, and other teams.
• Coordinate activities, identify risks early, and mobilize the right resources at the right times.
• Maintain ongoing cadences and mutual AI Roadmaps with defined goals and measurable outcomes.
• Own the channel strategy for AI solution dissemination and adoption, including partner engagement.
• Use data-driven insights to track AI adoption, resolution metrics, and retention improvements.

Skills

AI strategy

Executive stakeholder engagement

Program management

Product knowledge (generative AI)

Analytics & metrics

Change management

Education

Bachelor’s degree in Business, CS, Engineering, or related field

Advanced degree or AI certifications preferred

Job description

Zendesk seeks an AI Success Strategist to own end-to-end AI roadmaps for customers, translating capabilities into strategic business value. You’ll align internal teams and drive adoption from initial deployment to expansion, delivering measurable impact on satisfaction, retention, and revenue.

You will partner with executives, define long-term AI vision, and coordinate cross‑functional efforts across Product, Services, Sales, and Partners to scale AI programs while ensuring responsible AI