[Remote] Principal AI Success Strategist, Customer Success

Note: The job is a remote job and is open to candidates in USA. Zendesk is hiring a Principal AI Success Strategist to own customers’ AI roadmaps and guide AI adoption from initial deployment through expansion. The role aligns customer and internal teams, drives measurable business outcomes, and advises on responsible AI practices.

Responsibilities

• 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 escalate 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

Skills

• Proven ability to orchestrate multi-phase technology adoption projects, managing diverse teams and timelines with clarity and agility
• 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
• Demonstrated skill in aligning AI solutions to customer business challenges, driving revenue growth, and influencing executive decision-making
• Strong stakeholder engagement skills—whether customer executives or internal teams—to advance AI adoption and sustain strategic partnerships
• Strong analytical capacity to interpret adoption data, develop predictive health scores, forecast retention/expansion, and translate metrics into prioritized action plans
• Visionary in embracing AI's potential with a grounded, realistic approach to execution—balancing innovation with practical delivery feasibility
• Must have a minimum of 10+ years of related experience in Customer Success / Experience, 2+ years of AI related experience
• 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
• Experience managing AI or software adoption programs with demonstrated impact on business metrics such as retention or satisfaction
• Demonstrated experience designing and executing success plans or roadmaps that drive measurable customer outcomes
• Excellent program management and cross-functional influence skills
• Ability to distill complex AI concepts for diverse audiences, especially executive stakeholders
• Advanced degrees
• Certifications in AI strategy or project management
• Familiarity with emerging AI trends is a plus
• Deep understanding of AI capabilities within Zendesk's platform, not necessarily hands-on technical, but sufficient to translate product features into business value and strategic initiatives

Benefits

• May be eligible for bonus.
• Hybrid way of working, with flexibility to work remotely for part of the week.

Company Overview

Company H1B Sponsorship