AI Success Architect

Zendesk; Richmond (VA); Hybrid; USD 118,000 - 178,000; Full time

Job summary

Zendesk seeks an AI Success Strategist to own end-to-end AI roadmaps for key customers, translating product capabilities into business value while aligning executive stakeholders and cross-functional teams.

You will lead discovery, drive adoption, and measure impact, coordinating product, services, and partners to scale AI programs with a focus on renewals, revenue growth, and customer satisfaction.

Qualifications

• Must have a minimum of 5+ years of related experience in Customer Success / Experience, 1+ years of AI related experience.
• Experience in go-to-customer/GTM roles in enterprise technology / SaaS.
• Experience using adoption and health analytics to forecast churn and expansion.
• Bachelor’s degree in Business, Computer Science, Engineering, or related field; advanced degrees; 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 audiences, especially executive stakeholders.

Responsibilities

• Own end-to-end AI roadmap delivery for key customers.
• Lead design reviews and collaboration on AI deployments with cross-functional teams.
• Partner with executives to co-create a forward-looking AI strategy.
• Align Product, Services, Sales, Success, and Partners to execute roadmaps.
• Coordinate activities, identify risks, and ensure resources are engaged appropriately.
• Maintain recurring cadences and mutual AI roadmaps with measurable outcomes.
• Own channel strategy for AI adoption and balance with partner enablement.
• Use data to track adoption, metrics, and retention improvements.

Skills

Project management

Strategic consulting

AI strategy

Stakeholder management

Data analytics

Responsible AI

Change adoption

Education

Bachelor's degree

Job description

Zendesk seeks an AI Success Strategist to own end-to-end AI roadmaps for key customers, translating product capabilities into business value while aligning executive stakeholders and cross-functional teams.

You will lead discovery, drive adoption, and measure impact, coordinating product, services, and partners to scale AI programs with a focus on renewals, revenue growth, and customer satisfaction.