At a Glance
- Tasks: Lead AI strategy for key customers, driving adoption and ensuring alignment with business goals.
- Company: Join Zendesk, a leader in customer success and innovative AI solutions.
- Benefits: Enjoy a hybrid work environment, competitive salary, and opportunities for professional growth.
- Other info: Diverse and inclusive workplace committed to equity and accessibility.
- Why this job: Be at the forefront of AI innovation, making a real impact on customer success.
- Qualifications: 7+ years in customer success with AI experience; strong project management skills required.
The predicted salary is between 70000 - 90000 £ per year.
As an AI Success Strategist at Zendesk, you will own the strategic AI roadmap for key customers, 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 performance will be measured by high customer satisfaction, increased automated resolution usage, improved retention, and the successful execution of AI programs that translate into predictable revenue and retention improvements.
Responsibilities
- 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.
- Technical Escalation Coordination: 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, acting as the primary AI thought leader and trusted advisor throughout the engagement lifecycle.
- Stakeholder Alignment: Dedicate effort to internal cross functional collaboration, aligning Product, Professional Services, Sales, Success, and other teams to deliver on the AI roadmap.
- 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 a 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 refining strategies to optimise outcomes and customer satisfaction.
- Discovery & Success Planning: Lead structured discovery and success planning engagements that create measurable playbooks and milestones early in the lifecycle.
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 (generative AI, integrations, authentication), crafts 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 with customer executives and 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, framing use cases within safe, explainable and policy aligned guardrails.
Qualifications
- Minimum 7+ years of related experience in Customer Success / Experience, with 1+ year of AI related experience.
- Experience in go to customer/GTM roles in enterprise technology / SaaS (customer success management, professional services/consulting, technical account management, or solutions engineering/pre sales consulting).
- Experience using adoption and health analytics to forecast churn and expansion, surface early risk signals and recommend mitigations to secure retention and growth.
- Bachelor's degree in Business, Computer Science, Engineering, or related field; advanced degrees or certifications in AI strategy or project management preferred.
- Demonstrated impact on business metrics such as retention or satisfaction from managing AI or software adoption programs.
- 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.
- AI domain expertise: deep understanding of AI capabilities within Zendesk's platform is a plus.
Work Environment
Hybrid: the role requires attending the local office part of the week, with flexibility to work remotely for the remainder. The specific in office schedule will be determined by the hiring manager.
Equal Opportunity & Accessibility
Zendesk is an equal opportunity employer. We are proud of our efforts to foster global diversity, equity, and inclusion. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Disabled/Veteran employer. If you are based in the United States and would like more information about your EEO rights under the law, click here. Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to with your specific accommodation request.
Senior AI Success Strategist, Customer Success employer: Zendesk UK Ltd ( UK)
At Zendesk, we pride ourselves on being an exceptional employer that champions innovation and collaboration in the realm of AI. Our hybrid work environment fosters flexibility while our commitment to diversity, equity, and inclusion ensures a supportive culture where every voice is valued. With ample opportunities for professional growth and a focus on employee well-being, joining our team means contributing to meaningful projects that drive customer success and shape the future of AI.
StudySmarter Expert Advice🤫
We think this is how you could land Senior 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 Senior 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.
