Manager, AI Success Strategist, Customer Success

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Job Description Customer experience is transforming through AI-driven innovation. At Zendesk, we don’t just embrace this change — we lead it. As the Manager, AI Success Strategists will scale our AI-driven Resolution Platform by building and leading a team of strategists who deliver predictable, measurable AI outcomes for customers. This role blends deep product expertise with people leadership: you’ll be both the product authority for your team and the coach who develops their skills to deliver at scale.##

**** Mission
* *** You will manage and grow a high-performing team (6–10 direct reports) that owns end‑to‑end delivery of customers’ AI roadmaps. You’ll translate product capabilities into clear business strategies, ensure consistent execution across customers, and maintain recurring outcome-driven cadences that secure retention and expansion. Success is measured by customer satisfaction, adoption of automated resolutions, retention improvements, and a team that reliably forecasts and mitigates risk.##

**** Overarching Objective For

The Role:

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* **** Own and scale
**** a 6–10 person AI Success Strategist team to deliver predictable, measurable customer AI outcomes — e.g., drive double‑digit increases in automated resolution adoption, shorten time‑to‑value for deployments, and materially improve account
** retention and expansion metrics (GRR/NRR)**
* **** Operationalize
* *** repeatable playbooks, SLAs, and account‑level forecasting so the team detects and mitigates risk earlier, improves forecast accuracy, and reduces at‑risk accounts — turning reactive firefights into steady, measurable adoption curves
* **** Hire, coach and develop
**** individual contributors to raise team delivery velocity and quality: establish clear career paths, lift performance metrics, and ensure consistent, outcome‑focused executive engagement that converts strategic customers into referenceable success stories
* ** Own account‑level delivery, adoption and forecast
** accuracy for a defined portfolio; responsible for X% lift in automation adoption, Y% reduction in time‑to‑value, and Z decrease in at‑risk accounts year over year###
**** How You’ll Make an Impact****## Strategic Responsibilities
* **** Org leadership & people strategy:
**** Own hiring, onboarding, and day‑to‑day development for your AI Success team (6–10). Coach ICs, run performance cycles, create clear career paths, and track team health and retention metrics.
* **** Strategic product partnership & roadmap influence:
**** Be the product expert for your team—translate portfolio signals from your accounts into clear product feedback and prioritized tasks. Work closely with Product on pilot execution and beta validation to de‑risk customer deployments.
* **** Operational ownership & cross‑functional coordination:
**** Run repeatable playbooks, KPIs, and delivery SLAs for your team. Coordinate handoffs with Sales, Professional Services, Product, Partners, and Rev Ops to remove blockers and enable rapid context‑switching across accounts.
* **** Executive engagement & external relationships:
**** Own executive relationships at the account level and personally lead C‑level briefings for strategic customers. Coach your team to prepare and run scalable, outcome‑focused executive interactions.
* **** Portfolio‑level risk forecasting & business insight:
**** Maintain predictive health scores and account‑level forecasts for your portfolio. Identify trends and early risks, surface prescriptive mitigations to stakeholders, and improve forecast accuracy and time‑to‑detection for at‑risk accounts.
* **** Commercial outcomes & growth:
**** Drive adoption and expansion plays within your portfolio—own account targets for adoption, retention, and expansion velocity. Collaborate with Sales and Finance on renewal strategy and tactical expansion motions.
* **** Responsible AI governance & policy guidance:
**** Advise customers on practical, engagement‑level AI guardrails (explainability, data handling, compliance). Escalate complex governance issues to Product/Legal/Security and ensure your team is trained on responsible‑AI best practices.###
** What You’ll Need to Succeed**##…