At a Glance
- Tasks: Lead AI strategy and ensure customer success with innovative AI solutions.
- Company: Join Zendesk, a leader in AI-driven customer experience.
- Benefits: Enjoy a hybrid work model, competitive salary, and professional growth opportunities.
- Other info: Collaborative environment with a focus on diversity and inclusion.
- Why this job: Shape the future of AI in customer success and make a real impact.
- Qualifications: 7+ years in customer success, with AI experience preferred.
The predicted salary is between 70000 - 90000 £ per year.
Customer experience is transforming through AI-driven innovation. At Zendesk, we don’t just embrace this change — we lead it. As visionary architects of our AI-powered Resolution Platform, AI Success Strategists shape and deliver long-term AI success for our customers. This role transcends technical deployment; it is about owning the strategic AI roadmap, maximizing business impact, and building executive partnerships from day one so AI initiatives start strong and scale predictably.
Mission
You will own end-to-end delivery of customers’ AI roadmaps: translating product capabilities into clear business strategies, defining a long-term AI vision, aligning internal and external teams, and driving execution from initial adoption through sustained expansion. Your success is measured by high customer satisfaction, increased automated resolution usage, and improved retention—while orchestrating the right mix of product, services, and partner resources. You will lead structured discovery and success-planning engagements that create measurable playbooks and milestones early in the lifecycle.
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.
How You’ll Make an Impact
Strategic 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.
- 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.
- 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.
What You’ll Need to Succeed
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, helps craft user journeys and translates features into value.
- 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.
Qualifications
- Must have a minimum of 7+ years of related experience in Customer Success / Experience, 1+ years of AI related experience.
- Previous experience in go-to-customer/GTM roles in enterprise technology / SaaS.
- Demonstrated experience in using adoption and health analytics to forecast churn and expansion.
- Bachelor’s degree in Business, Computer Science, Engineering, or related field; advanced degrees; certifications in AI strategy or project management preferred.
- Experience managing AI or software adoption programs with demonstrated impact on business metrics such as retention or satisfaction.
- Excellent program management and cross-functional influence skills.
- Familiarity with emerging AI trends is a plus.
- Ability to distill complex AI concepts for diverse audiences, especially executive stakeholders.
Great to have
- AI Domain Expertise: Deep understanding of AI capabilities within Zendesk’s platform.
This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.
Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.
Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace.
Senior AI Success Strategist, Customer Success employer: Zendesk Group
At Zendesk, we pride ourselves on being a forward-thinking employer that champions innovation and inclusivity. Our hybrid work culture fosters collaboration and connection while providing the flexibility to work remotely, ensuring a balanced and fulfilling work experience. With a strong commitment to employee growth, we offer numerous opportunities for professional development in the rapidly evolving field of AI, making us an ideal choice for those seeking meaningful and impactful careers in London.
StudySmarter Expert Advice🤫
We think this is how you could land Senior AI Success Strategist, Customer Success
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Zendesk on LinkedIn. Ask them about their experiences and any tips they might have for landing the Senior AI Success Strategist role. Personal connections can give you insights that no job description can.
✨Tip Number 2
Prepare for the interview by diving deep into Zendesk's AI solutions. Familiarise yourself with their products and think about how you can contribute to their AI roadmap. Show them you’re not just another candidate; you’re someone who’s ready to hit the ground running!
✨Tip Number 3
Practice your storytelling skills! Be ready to share specific examples of how you've driven AI adoption in previous roles. Use metrics to back up your success stories, as numbers speak volumes in the tech world.
✨Tip Number 4
Don’t forget to follow up after your interview! A simple thank-you email can set you apart from other candidates. Mention something specific from your conversation to remind them of your fit for the role. And remember, apply through our website for the best chance!
We think you need these skills to ace Senior AI Success Strategist, Customer Success
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Senior AI Success Strategist role. Highlight your experience in customer success and AI, and show how your skills align with our mission at Zendesk.
Showcase Your Strategic Thinking:In your application, demonstrate your ability to think strategically about AI adoption. Share examples of how you've successfully managed projects or developed roadmaps that led to measurable outcomes for customers.
Be Clear and Concise:When writing your application, keep it clear and to the point. Use bullet points where possible to make your achievements stand out, and avoid jargon unless it's relevant to the role.
Apply Through Our Website:We encourage you to apply directly through our website. This way, your application will be processed efficiently, and you'll have the best chance of being considered for the role!
How to prepare for a job interview at Zendesk Group
✨Know Your AI Stuff
Make sure you brush up on the latest AI trends and how they apply to customer success. Be ready to discuss how AI can drive business impact and improve customer satisfaction, as this role is all about leveraging AI for strategic advantage.
✨Showcase Your Project Management Skills
Prepare examples of your experience managing multi-phase technology adoption projects. Highlight how you've coordinated diverse teams and timelines, and be ready to discuss specific outcomes you've achieved through effective project management.
✨Engage with Stakeholders
Demonstrate your strong consultation and communication skills by preparing to discuss how you've successfully engaged with both internal teams and external stakeholders. Share examples of how you've influenced executive decision-making and advanced AI adoption.
✨Be Data-Driven
Come equipped with insights from your previous roles where you used analytics to forecast churn and drive retention. Be prepared to explain how you’ve translated metrics into actionable plans that led to measurable customer outcomes.
