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For Companies At a Glance
- Tasks: Help customers achieve success using Zendesk's AI solutions and drive AI adoption.
- Company: Zendesk is a leading customer service software provider, enhancing customer experiences globally.
- Benefits: Enjoy a hybrid work model, flexible hours, and a vibrant team culture.
- Why this job: Join a dynamic team focused on innovation and making a real impact in customer success.
- Qualifications: 3+ years in Customer Success; experience with AI solutions is a plus.
- Other info: Zendesk values diversity and inclusion, offering equal opportunities for all applicants.
The predicted salary is between 36000 - 60000 ÂŁ per year.
Job Description
Why This Role? Why Now?
The world of customer experience isn’t just evolving—it’s being revolutionized. At Zendesk, we don’t watch the future unfold. We build it. As the architects of the AI-powered Resolution Platform, we’re resetting the standard for what customer service—and customer success—can mean on a global stage.
Mission
The AI Success Specialist, is a hands-on customer advisory expert dedicated to accelerating Zendesk customers’ realization of business value from our advanced AI agents. You will work across all levels of the customer’s organization—from CXOs and experience leaders to Zendesk administrators and product development teams—ensuring customers maximize their outcomes, drive innovation, and realize ROI from Zendesk’s industry-leading AI solutions.
Overarching Objective For The Role:
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Accelerate Business Value Realization: Dedicated to helping Zendesk customers quickly realize the business value from their advanced AI agents.
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Maximize Outcomes and Drive Innovation: Ensuring customers maximize their outcomes, drive innovation, and achieve ROI from Zendesk’s industry-leading AI solutions.
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Strategic Partnership and Trusted Advisor: Functioning as a strategic partner and trusted advisor to customer executives and operational leaders, co-creating innovation strategies and aligning on shared goals for AI-powered transformation.
How You’ll Make an Impact
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Take end-to-end ownership for customer success with Zendesk’s AI portfolio, proactively managing their journey to ensure rapid value realization and measurable business outcomes. Your accountability covers initial adoption, continued engagement, expansion, and renewal.
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Serve as the technical authority and advisor. Develop and apply a deep technical understanding of Zendesk’s advanced AI agents, integrations, and how they interact with the wider platform. Guide customers on best practices and solution design to optimize performance and business impact.
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Drive AI adoption by orchestrating and optimizing the customer experience (CX) across the entire AI journey. You’ll collaborate with Professional Services on onboarding, define success plans, and ensure ongoing engagement and solution sophistication.
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Leverage analytical capability to interpret AI performance data, usage trends, and customer health metrics. Use these insights to anticipate risks, identify growth opportunities, and drive informed, outcome-driven actions.
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Identify and act on commercial opportunities through your commercial acumen—spotting and executing on whitespace for AI-driven expansion, cross-sell, and upsell, and supporting renewals based on demonstrable value achieved.
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Function as a strategic partner and trusted advisor, building strong, consultative relationships with customer executives and operational leaders. Facilitate joint business reviews, co-create innovation strategies, and align on shared goals for AI-powered transformation.
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Be an unwavering adoption and value evangelist for Zendesk’s AI solutions; coach customers toward advanced use, continually articulate the measurable impact and business value of AI, and champion customer success stories within Zendesk and beyond.
What You’ll Need to Succeed
Customer Focus & Stewardship
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Demonstrated customer ownership—proactive stewardship of customer results, always seeking ways to create and deliver value across the AI solution lifecycle.
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Passion and skill for CX management, orchestrating seamless AI-powered experiences throughout the customer journey and using feedback to drive continuous enhancement.
Technical & AI Expertise
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Expert-level technical understanding of AI agent capabilities, integration scenarios, and their application in customer support environments.
Business Acumen & Strategy
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Advanced commercial acumen: able to identify and quantify revenue-driving opportunities, align adoption strategies with customer business goals, and contribute to renewal and expansion motions.
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Track record as a strategic partner, building trusted, multi-level relationships and positioning yourself as an executive advisor and co-innovator.
Data & Analytics
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Analytical capability: proficiency in interpreting metrics, dashboards, and AI adoption data to prioritize actions and confidently recommend solutions.
Advocacy & Adoption
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Strong adoption and value evangelist instincts—relentless in advocating for new AI capabilities, driving advanced adoption, and communicating customer success both internally and externally.
Qualifications
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Must have a minimum of 5+ years of related experience in Customer Success / Experience
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Previous experience in go-to-customer/GTM roles in enterprise technology / SaaS — either customer success management, professional services/consulting, technical account management, or solutions engineering/pre-sales consulting
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Bachelor’s degree in Computer Science, Engineering, Business, or a related field.
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Experience deploying, supporting, or driving adoption of AI-powered or SaaS solutions in a customer-facing capacity.
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Ability to explain complex AI concepts to both technical and executive audiences, demonstrating business relevance.
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Highly developed relationship management, program management, and consultative skills.
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Proficient with customer success tools and comfortable with data analysis and reporting.
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Experience working cross-functionally and influencing at multiple organizational levels.
#LI-FC1
Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration – while also giving you flexibility to work remotely for part of the week. 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.
AI Specialist, Customer Success employer: Zendesk
Contact Detail:
Zendesk Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land AI Specialist, Customer Success
✨Tip Number 1
Familiarise yourself with Zendesk's Advanced AI Agents and their applications in customer service. Understanding how these tools can drive business outcomes will help you engage effectively with potential customers and demonstrate your expertise during interviews.
✨Tip Number 2
Network with professionals in the customer success and AI fields. Attend industry events or webinars where you can meet people who work at Zendesk or similar companies. Building these connections can provide valuable insights and potentially lead to referrals.
✨Tip Number 3
Prepare to discuss specific examples of how you've driven AI adoption in previous roles. Highlighting your experience in managing customer relationships and demonstrating the value of AI solutions will set you apart from other candidates.
✨Tip Number 4
Stay updated on the latest trends in AI and customer experience. Being knowledgeable about current developments will not only enhance your conversations with interviewers but also show your commitment to continuous learning in this rapidly evolving field.
We think you need these skills to ace AI Specialist, Customer Success
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly read the job description for the AI Specialist, Customer Success position. Understand the key responsibilities and qualifications required, and think about how your experience aligns with these.
Tailor Your CV: Customise your CV to highlight relevant experience in customer success, particularly in AI or SaaS environments. Emphasise your ability to drive AI adoption and demonstrate business value, as these are crucial for this role.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer success and AI technologies. Use specific examples from your past experiences to illustrate how you have successfully managed customer relationships and driven technology adoption.
Showcase Your Interpersonal Skills: In your application, highlight your strong interpersonal skills and ability to influence stakeholders at various levels. Provide examples of how you've effectively communicated complex technical concepts to both technical and non-technical audiences.
How to prepare for a job interview at Zendesk
✨Understand the Product Inside Out
As an AI Specialist, you'll need to be a product expert. Make sure you thoroughly understand Zendesk’s Advanced AI Agents and how they can create value for customer service teams. Be prepared to discuss specific use cases and how these solutions can drive business outcomes.
✨Showcase Your Customer Success Experience
Highlight your previous experience in customer success roles, especially in enterprise technology or SaaS. Be ready to share examples of how you've driven adoption of AI-powered solutions and the impact it had on customer satisfaction and business value.
✨Demonstrate Strong Interpersonal Skills
This role requires influencing stakeholders at various levels. Prepare to discuss how you've successfully built relationships with CXOs, directors, and administrators in past roles. Use specific examples to illustrate your ability to communicate effectively across different functions.
✨Prepare for Technical Discussions
You may need to liaise with technical teams, so brush up on your technical knowledge related to AI and CRM integrations. Be ready to discuss how you've tackled technical challenges in the past and your approach to collaborating with product teams to implement solutions.