At a Glance
- Tasks: Lead AI strategy and ensure successful customer adoption of innovative AI solutions.
- Company: Join Zendesk, a leader in AI-driven customer experience transformation.
- Benefits: Flexible hybrid work, competitive salary, and a commitment to diversity and inclusion.
- Other info: Be part of a dynamic team driving impactful AI initiatives.
- Why this job: Shape the future of customer experience with cutting-edge AI technology.
- Qualifications: 10+ years in Customer Success, with strong AI and strategic skills.
The predicted salary is between 80000 - 100000 £ per year.
Customer experience is transforming through AI-driven innovation. At Zendesk, we lead this change as architects of our AI-powered Resolution Platform. AI Success Strategists shape and deliver long-term AI success for our customers, owning the strategic AI roadmap, maximising business impact, and building executive partnerships from day one.
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.
Overarching Objective for the Role
Accelerate customers’ time-to-value by driving adoption and operational excellence for Zendesk AI solutions, ensuring customers realise 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.
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.
- Design authority: serve as the design authority for customers’ AI deployments—lead solution design reviews and ensure deployments align with best practices.
- Long-term AI vision & business strategy: partner with executive stakeholders to co-create and refine a forward-looking AI strategy.
- Internal and external stakeholder alignment: coordinate and sequence activities, identify and elevate risks early.
- Sustain engagement & mutual AI roadmap: maintain recurring outcome-driven cadences and mutual AI roadmap.
- Channel & adoption strategy: own the channel strategy for AI solution dissemination and adoption.
- Measure and drive impact: utilise data-driven insights to track AI adoption and resolution metrics.
- Responsible AI & compliance: advise customers on ethical AI practices, data governance, and compliance considerations.
What You’ll Need to Succeed
- Strategic Skills & Expertise: proven ability to orchestrate multi-phase technology adoption projects.
- Product and technical knowledge: product expert who assesses customers’ use case automation potential.
- Business & strategic acumen: demonstrated skill in aligning AI solutions to customer business challenges.
- Consultation & communication: strong stakeholder engagement skills.
- Analytical & outcome-focused: strong analytical capacity to interpret adoption data.
- Forward-thinking & pragmatic: visionary in embracing AI’s potential with a grounded approach.
Qualifications
- Minimum of 10+ years of related experience in Customer Success / Experience, 2+ years of AI related experience.
- 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 preferred.
- Experience managing AI or software adoption programs with demonstrated impact on business metrics.
- Great to have AI domain expertise: deep understanding of AI capabilities within Zendesk’s platform.
About Us
Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love. Zendesk believes in offering our people a fulfilling and inclusive experience.
Equal Opportunity & Diversity
Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace.
Principal AI Success Strategist, Customer Success employer: Zendesk UK Ltd ( UK)
Zendesk is an exceptional employer that fosters a dynamic and inclusive work culture, empowering employees to thrive in their roles. With a strong focus on professional development and growth opportunities, particularly in the fast-evolving AI landscape, team members are encouraged to innovate and excel. Located in a hybrid environment, Zendesk offers the flexibility to balance work and life while being part of a collaborative team dedicated to driving meaningful SaaS solutions for SMBs.
StudySmarter Expert Advice🤫
We think this is how you could land Principal AI Success Strategist, Customer Success
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Zendesk UK Ltd ( UK). 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 UK Ltd ( UK) 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 Principal AI Success Strategist, Customer Success
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 UK Ltd ( UK):Your cover letter is your chance to shine! Tell us why you want to work at Zendesk UK Ltd ( UK) 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 UK Ltd ( UK)!
How to prepare for a job interview at Zendesk UK Ltd ( UK)
✨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.
