AI Strategy & Customer Success Leader

Zendesk; Massachusetts; Hybrid; USD 118,000 - 178,000; Full time

Job summary

Zendesk seeks an AI Success Strategist to own customers’ AI roadmaps, translating product capabilities into business value and aligning executive stakeholders across Product, Services, Sales, and Partners. You will drive adoption, scale AI programs, and focus on retention and expansion across multi-year engagements.

You will partner with senior leaders to shape long-term AI strategy, balance delivery feasibility with innovation, and ensure measurable business impact throughout the lifecycle.

Qualifications

• Must have 5+ years in Customer Success / Experience or related field with AI experience
• Experience in go-to-customer / GTM roles in enterprise tech / SaaS
• Experience using adoption and health 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 that drive measurable outcomes
• Excellent program management and cross-functional influence skills

Responsibilities

• Own end-to-end AI roadmap delivery for key customers
• Serve as design authority for AI deployments and coordinate with teams to resolve blockers
• Partner with executives to co-create and refine AI strategy
• Align internal teams to deliver on AI roadmap and ensure milestones
• Lead engagement and manage risks, ensuring resources are used effectively
• Maintain recurring, outcome-driven AI roadmaps and renewal planning
• Own channel strategy for AI dissemination and adoption

Skills

Project management

Product knowledge

Business acumen

Stakeholder comms

Analytics mindset

Future-thinking

Responsible AI

Education

Bachelor’s degree in related field

Advanced degree preferred

Job description

Zendesk seeks an AI Success Strategist to own customers’ AI roadmaps, translating product capabilities into business value and aligning executive stakeholders across Product, Services, Sales, and Partners. You will drive adoption, scale AI programs, and focus on retention and expansion across multi-year engagements.

You will partner with senior leaders to shape long-term AI strategy, balance delivery feasibility with innovation, and ensure measurable business impact throughout the lifecycle.