AI Success Strategist

Job Description Overarching Objective For

The Role:

Accelerate customers’ time‑to‑value by driving adoption and operational excellence for Zendesk AI solutions, ensuring customers realize measurable business impact from initial deployment through scale Own customers’ multi‑year AI roadmap and execute cross‑functional delivery—aligning Product, Services, Sales, and Partners to scale safe, sustainable AI programs Deliver quantifiable commercial outcomes—protect renewals, grow account expansion, and translate AI adoption into predictable revenue and retention improvements

Full Ownership of AI Roadmap Delivery:
Lead the design, planning, and execution of comprehensive AI adoption and expansion roadmaps for key customers, ensuring alignment to their broader business goals and customer success vision. Design Authority:
Serve as the design authority for customers’ AI deployments — lead solution design reviews, ensure deployments align with the latest best practices and collaborate with Professional Services on integration and configuration guidance. For complex agent implementations, coordinate troubleshooting and technical escalations with Professional Services, Product and Engineering to resolve blockers quickly. Long-term AI Vision & Business Strategy:
Partner with executive stakeholders to co‑create and refine a forward‑looking AI strategy that anticipates market trends and customer needs. Serve as the primary AI thought leader and trusted advisor throughout the engagement lifecycle. Internal and External Stakeholder Alignment:
Dedicate effort to internal cross‑functional collaboration, aligning Product, Professional Services, Sales, Success, and other teams to deliver on the AI roadmap. Serve as the Engagement Lead:
Coordinate and sequence activities, identify and upscale risks early, and ensure the right technical, product, and services resources are engaged at the appropriate times. Sustain Engagement & Mutual AI

Roadmap:

Maintain recurring outcome‑driven cadences and mutual AI Roadmap that define strategic goals, shared initiatives, measurable success, and a roadmap to maximize value and secure renewal. Channel & Adoption Strategy:
Own the channel strategy for AI solution dissemination and adoption, balancing direct customer delivery with channel enablement and partner engagement. Measure and Drive Impact:
Utilize data‑driven insights to track AI adoption, resolution metrics, and gross revenue retention improvements. Continuously refine strategies to optimize outcomes and customer satisfaction. Responsible AI & Compliance:
Confidently advise customers on ethical AI practices, data governance, and compliance considerations — framing use cases within safe, explainable, and policy‑aligned guardrails.

Strategic Skills & Expertise Project & Program Management:
Proven ability to orchestrate multi‑phase technology adoption projects, managing diverse teams and timelines with clarity and agility. Product and Technical Knowledge:
Product expert who assesses customers’ use case automation potential and technical readiness (generative AI, integrations, authentication), helps craft user journeys and translates features into value. Liaise with Prod Dev teams to remove blockers for adoption, implement fixes and provide feedback on (beta) features. Business & Strategic Acumen:
Demonstrated skill in aligning AI solutions to customer business challenges, driving revenue growth, and influencing executive decision‑making. Consultation & Communication:
Strong stakeholder engagement skills—whether customer executives or internal teams—to advance AI adoption and sustain strategic partnerships. Analytical & Outcome‑Focused:
Strong analytical capacity to…