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.
