Senior AI Strategy & Adoption Lead

Zendesk, Inc.; Mission, Northern (KS, KY); Hybrid; USD 185,000 - 277,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Zendesk, Inc. is seeking an AI Success Strategist to own end-to-end delivery of customers' AI roadmaps, translating product capabilities into business value and driving adoption from initial deployment to scale.

You will partner with executives to shape a long-term AI strategy, align Product, Services, Sales, and Partners, and lead structured discovery engagements that drive measurable outcomes and renewals.

Qualifications

• 10+ years in customer success or experience.
• 2+ years of AI-related experience.
• Experience in go-to-customer/GTM roles in enterprise tech or SaaS.
• Experience forecasting churn and expansion using adoption analytics.

Responsibilities

• Own AI roadmap delivery across multiple customers and align to business goals.
• Serve as design authority for AI deployments and guide integration guidance with PS/Engineering.
• Partner with executives to co-create forward-looking AI strategy.
• Align cross-functional teams to deliver on AI roadmaps and manage risks.
• Lead engagement sequencing, cadence, and renewal-focused outcomes.
• Measure impact via adoption, retention, and revenue metrics.

Skills

Program Management

Product & Tech Knowledge

Business Acumen

Stakeholder Communication

Analytical Thinking

Strategic Visioning

Education

Bachelor's degree in business, CS, or engineering

Job description

Zendesk, Inc. is seeking an AI Success Strategist to own end-to-end delivery of customers' AI roadmaps, translating product capabilities into business value and driving adoption from initial deployment to scale.

You will partner with executives to shape a long-term AI strategy, align Product, Services, Sales, and Partners, and lead structured discovery engagements that drive measurable outcomes and renewals.