Senior AI Success Strategist

This is a fully remote position, open to applicants in Pennsylvania, +3 more states.

📋 Description

• Take full ownership of the end-to-end delivery of clients’ AI roadmaps, from initial adoption to ongoing expansion.

• Develop, strategize, and implement AI adoption and expansion roadmaps that align with customer business objectives.

• Act as the design authority for AI implementations and lead solution design evaluations.

• Work closely with Professional Services to provide guidance on integration and configuration.

• Manage troubleshooting and technical escalations in collaboration with Professional Services, Product, and Engineering teams.

• Co-develop long-term AI strategies with executive stakeholders and serve as a trusted advisor in AI matters.

• Align various teams including Product, Professional Services, Sales, Success, and partners to effectively deliver AI roadmaps.

• Organize engagement activities, identify and escalate risks, and ensure that the right resources are involved.

• Maintain outcome-focused cadences and collaborative AI roadmaps that support measurable success and renewals.

• Develop the channel strategy for the dissemination, adoption, enablement, and engagement of AI solutions.

• Monitor AI adoption, resolution metrics, revenue retention, customer satisfaction, and overall business impact.

• Provide guidance to customers on ethical AI practices, data governance, compliance, and safe, explainable, policy-compliant use cases.

• Promote adoption and operational excellence for Zendesk AI solutions to expedite customer time-to-value.

• Achieve commercial outcomes, including renewal protection, account growth, customer retention, and predictable revenue enhancements.

⛳️ Requirements

• At least 8+ years of relevant experience in Customer Success / Experience.

• A minimum of 2+ years of experience related to AI.

• Prior experience in go-to-customer/GTM strategies within enterprise technology / SaaS.

• Background in customer success management, professional services/consulting, technical account management, or solutions engineering/pre-sales consulting.

• Proficiency in utilizing adoption and health analytics to predict churn and expansion, identify early risks, and suggest mitigations.

• Bachelor’s degree in Business, Computer Science, Engineering, or a related discipline.

• Experience overseeing AI or software adoption initiatives with quantifiable effects on retention, satisfaction, or other business metrics.

• Proven track record in designing and executing success plans or roadmaps that yield measurable customer outcomes.

• Exceptional program management and cross-functional influencing capabilities.

• Awareness of emerging trends in AI.

• Capacity to simplify complex AI concepts for varied audiences, particularly executive stakeholders.

• Sufficient product expertise to evaluate automation potential and technical readiness, including generative AI, integrations, and authentication.

• Ability to collaborate with Product Development teams to eliminate adoption obstacles, implement solutions, and provide insights on beta features.

• Strong analytical skills to interpret adoption data, create predictive health scores, forecast retention/expansion, and convert metrics into actionable plans.

• In-depth understanding of AI functionalities within the Zendesk platform.

• Advanced degrees and certifications in AI strategy or project management are highly desirable.

🏝️ Benefits

• Bonus, benefits, or related incentives may be available.

• Hybrid work model offering flexibility to work remotely part of the week.

• Opportunities to connect, collaborate, and learn within Zendesk offices.

• Reasonable accommodations available for applicants with disabilities and disabled veterans.

• Commitment to an inclusive workplace and global diversity, equity, and inclusion initiatives.