Hiring: AI Success Strategist Company: Zendesk Location: Greater Orlando Job Posted Time: 2026-09-16 17:01:22 Employment Type: Hybrid Target Skills & Keywords : AI, Program Management, Project Management, SaaS, Zendesk About the job Experience: •5+ years of related experience in Customer Success / Experience, 1+ years of AI related experience Required Skills: •Why This Role? Why Now? •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 •How You’ll Make an Impact •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. •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. Qualifications: •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 ProdDev 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 interpret adoption data, develop predictive health scores, forecast retention/expansion, and translate metrics into prioritized action plans. •Forward-Thinking & Pragmatic: Visionary in embracing AI’s potential with a grounded, realistic approach to execution—balancing innovation with practical delivery feasibility. •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 •Previous experience in go-to-customer/GTM roles in enterprise technology / SaaS — either customer success management, professional services/consulting, technical account management, or solutions engineering/pre-sales consulting •Demonstrated experience in using adoption and health analytics to forecast churn and expansion; surface early risk signals and recommended mitigations to secure retention and growth. •Bachelor’s degree in Business, Computer Science, Engineering, or related field; advanced degrees; certifications in AI strategy or project management preferred. Compensation: •$118,000 - $178,000 / year •Flexible work environment (work from home / hybrid options) •This position may also be eligible for bonus, benefits, or related incentives Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!