Senior AI Strategy & Adoption Leader

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

Job summary

Zendesk, Inc. seeks an AI Success Strategist to own end-to-end delivery of customers’ AI roadmaps, translating product capabilities into business strategy and aligning teams for adoption and expansion.

You will lead discovery, set milestones, and partner with executives to shape a long-term AI vision while coordinating Product, Professional Services, Sales, and Success to maximize value. This role requires deep strategic acumen and a proven track record in enterprise SaaS, focusing on measurable

Qualifications

• 10+ years in Customer Success / Experience
• 2+ years AI-related experience
• GTM/enterprise SaaS experience in customer success or consulting
• Experience using adoption/health analytics to forecast churn and expansion
• Ability to distill AI concepts for executive audiences

Responsibilities

• Own end-to-end AI roadmap delivery for key customers
• Design authority for AI deployments and integration guidance
• Co-create forward-looking AI strategy with executive stakeholders
• Align internal cross-functional teams to deliver AI roadmaps
• Coordinate activities, identify risks, and ensure resources are engaged
• Maintain recurring outcomes-driven cadences and mutual AI roadmaps
• Own channel and adoption strategy for AI solution dissemination
• Track adoption metrics and optimize customer satisfaction

Skills

Project Management

Strategic Thinking

Stakeholder Management

Analytics & Metrics

Executive communication

Education

Bachelor's degree in Business, CS, or Engineering

Job description

Zendesk, Inc. seeks an AI Success Strategist to own end-to-end delivery of customers’ AI roadmaps, translating product capabilities into business strategy and aligning teams for adoption and expansion.

You will lead discovery, set milestones, and partner with executives to shape a long-term AI vision while coordinating Product, Professional Services, Sales, and Success to maximize value. This role requires deep strategic acumen and a proven track record in enterprise SaaS, focusing on measurable