AI Success Strategy Lead (Remote)

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

Benefits offered by this job

Hybrid work model

Inclusive workplace

Job summary

Zendesk is seeking an AI Success Strategist to own end‑to‑end AI roadmaps for key customers, translating product capabilities into clear business strategies and measurable outcomes.

You will lead cross‑functional delivery with Product, Services, Sales, and Partners, shape a forward‑looking AI vision, and drive adoption, retention, and revenue growth through structured discovery and success plans.

Qualifications

• 10+ years of experience in Customer Success / Experience
• 2+ years of AI related experience
• GTM experience in enterprise technology / SaaS
• Experience using adoption analytics to forecast churn and expansion
• Bachelor’s degree; advanced degrees or AI strategy certifications preferred
• Experience designing and executing success plans or roadmaps
• Excellent program management and cross‑functional influence skills

Responsibilities

• Full Ownership of AI Roadmap Delivery: lead design, planning, and execution of AI adoption roadmaps for key customers.
• Design Authority: lead AI deployment reviews and coordinate with Professional Services for integration and configuration guidance.
• Long‑term AI Vision & Business Strategy: partner with executive stakeholders to craft forward-looking AI strategy and be a trusted advisor.
• Internal and External Stakeholder Alignment: align Product, Professional Services, Sales, Success, and other teams.
• Engagement Lead: coordinate activities, identify risks, engage the right resources at the right times.
• Mutual AI Roadmap: maintain outcome-driven cadences and a roadmap to maximize value and renewals.
• Channel & Adoption Strategy: own channel strategy for AI dissemination and partner engagement.
• Measure and Drive Impact: use data to track adoption, metrics, and retention improvements.
• Responsible AI & Compliance: advise on ethical AI practices and governance with guardrails.

Skills

Project & Program Management

Product and Technical Knowledge

Business & Strategic Acumen

Consultation & Communication

Analytical & Outcome‑Focused

Forward‑Thinking & Pragmatic

Education

Bachelor's degree in Business, Computer Science, Engineering, or related field

Advanced degrees; AI strategy certifications preferred

Job description

Zendesk is seeking an AI Success Strategist to own end‑to‑end AI roadmaps for key customers, translating product capabilities into clear business strategies and measurable outcomes.

You will lead cross‑functional delivery with Product, Services, Sales, and Partners, shape a forward‑looking AI vision, and drive adoption, retention, and revenue growth through structured discovery and success plans.