At a Glance
- Tasks: Lead AI strategy and ensure customer success through innovative 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.
- Demonstrated experience designing and executing success plans or roadmaps that drive measurable customer outcomes.
- 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 in London employer: Zendesk, Inc.
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 experience for our employees. With a strong focus on professional growth, we offer ample opportunities for career advancement in the rapidly evolving field of AI, making us an ideal choice for those seeking meaningful and impactful work in London.
StudySmarter Expert Advice🤫
We think this is how you could land Senior AI Success Strategist, Customer Success in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Zendesk, Inc.. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Zendesk, Inc. before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior AI Success Strategist, Customer Success in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Zendesk, Inc.:Your cover letter is your chance to shine! Tell us why you want to work at Zendesk, Inc. specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Zendesk, Inc.!
How to prepare for a job interview at Zendesk, Inc.
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
