AI Strategy Lead — Customer Experience & Adoption

Zendesk, Inc.; Texas; Hybrid; USD 185,000 - 277,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Zendesk, Inc. seeks an AI Success Strategist to drive end-to-end AI roadmaps, align executive stakeholders, and orchestrate cross-functional teams across Product, Services, Sales, and Partners to scale AI initiatives with measurable business impact.

You will translate capabilities into strategic business outcomes, lead adoption efforts, and ensure alignment with customer success goals while maintaining a focus on renewal and expansion in a hybrid work environment.

Qualifications

• 10+ years in Customer Success / Experience
• 2+ years in AI-related experience
• Experience in go-to-customer / GTM roles in enterprise tech / SaaS
• Experience using adoption analytics to forecast churn and expansion
• Excellent program management and cross-functional influence skills
• Bachelor’s degree; advanced degrees or AI strategy/project management cert preferred

Responsibilities

• Own AI roadmap delivery end-to-end
• Design authority for AI deployments and guide integration
• Co-create forward-looking AI strategy with executives
• Align Product, Services, Sales, Success and Partners
• Coordinate activities and manage risks
• Maintain mutual AI Roadmap with measurable goals
• Own channel strategy for AI adoption
• Measure impact with adoption data and revenue retention

Skills

AI strategy

Executive alignment

Cross-functional

Adoption analytics

Stakeholder mgmt

Program management

Education

Bachelor's degree

Advanced degree preferred

AI strategy cert preferred

Job description

Zendesk, Inc. seeks an AI Success Strategist to drive end-to-end AI roadmaps, align executive stakeholders, and orchestrate cross-functional teams across Product, Services, Sales, and Partners to scale AI initiatives with measurable business impact.

You will translate capabilities into strategic business outcomes, lead adoption efforts, and ensure alignment with customer success goals while maintaining a focus on renewal and expansion in a hybrid work environment.