Senior AI Strategy & Adoption Leader

Zendesk; Austin (TX); Hybrid; USD 158,000 - 236,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Zendesk is seeking an AI Success Strategist to own end-to-end delivery of customers’ AI roadmaps, translating product capabilities into clear business strategies and aligning internal teams to drive adoption from initial deployment through expansion.

You will partner with executives to shape a long‑term AI vision, deliver measurable outcomes, protect renewals, and orchestrate cross‑functional resources across Product, Services, Sales, Success, and Partners to achieve sustainable value.

Qualifications

• 8+ years in Customer Success / Experience, 2+ years in AI-related work.
• Experience in enterprise tech or SaaS go-to-customer roles.
• Ability to forecast retention and expansion with analytics.
• Bachelor’s degree; advanced AI strategy or PM certifications preferred.
• Proven success planning and driving adoption.
• Excellent cross-functional influence and program management.
• Ability to distill AI concepts for executives.

Responsibilities

• Own AI roadmaps and drive adoption across multiple stakeholders.
• Lead design reviews and coordinate deployments with services, product and engineering.
• Partner with executives to shape long-term AI strategy.
• Align internal teams to deliver AI roadmap.
• Coordinate activities and manage risks to keep projects on track.
• Measure adoption and impact to improve retention and revenue.

Skills

Customer Success

AI strategy

Cross-functional collaboration

Executive stakeholder management

Program management

Analytics

Churn prediction

Communication

Education

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

Advanced degrees (preferred)

Job description

Zendesk is seeking an AI Success Strategist to own end-to-end delivery of customers’ AI roadmaps, translating product capabilities into clear business strategies and aligning internal teams to drive adoption from initial deployment through expansion.

You will partner with executives to shape a long‑term AI vision, deliver measurable outcomes, protect renewals, and orchestrate cross‑functional resources across Product, Services, Sales, Success, and Partners to achieve sustainable value.