Senior AI Strategy & Customer Success Lead

Zendesk, Inc.; Illinois; Hybrid; USD 185,000 - 277,000; 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 business value and defining a long-term AI vision. You will partner with executives, cross‑functional teams, and channel partners to scale AI programs, protect renewals, and drive revenue growth while maintaining a customer‑obsessed approach and ethical AI practices.

This role emphasizes strategic leadership, governance, and measurable outcomes across adoption,

Qualifications

• 10+ years in Customer Success / Experience, with 2+ years in AI.
• Experience in go-to-customer / GTM roles in enterprise tech or SaaS.
• Experience using adoption analytics to forecast churn and expansion.
• Bachelor’s degree in Business, CS, Engineering, or related field; advanced degrees preferred.
• Certifications in AI strategy or project management preferred.

Responsibilities

• Lead end-to-end AI roadmaps and translate capabilities into business value.
• Co-create forward‑looking AI strategy with executives.
• Align internal teams across Product, Services, Sales, and Partners.
• Design reviews, deployments guidance, and issue resolution with cross‑functional teams.
• Develop and maintain outcome‑driven playbooks and milestones.
• Drive adoption metrics and sustain renewal opportunities.

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/CS/Engineering

Advanced degree preferred

Certifications in AI strategy or PM

Job description

Zendesk is seeking an AI Success Strategist to own end-to-end delivery of customers’ AI roadmaps, translating product capabilities into business value and defining a long-term AI vision. You will partner with executives, cross‑functional teams, and channel partners to scale AI programs, protect renewals, and drive revenue growth while maintaining a customer‑obsessed approach and ethical AI practices.

This role emphasizes strategic leadership, governance, and measurable outcomes across adoption,