AI Specialist, Customer Success

The AI Specialist, Customer Success role is a dynamic customer advisory role responsible for getting customers to business outcomes as fast as possible using our cutting‑edge Zendesk AI solutions. The overarching objective of the AI Specialist, Customer Success, is to ensure Zendesk customers realize business value and outcomes from their investment in Zendesk’s Advanced AI Agents. This role will work across a customer’s organization, from a CXO‑level down to senior customer experience leaders, administrators running Zendesk solutions as well as ProdDev teams.

To achieve these goals, the mission of the AI Specialist team will be to:

• Drive AI adoption through outcome‑driven engagement throughout the customer’s journey and by being a product expert using Zendesk’s Advanced AI Agents.
• Be the AI specialist partner in Success for the Customer Success organization, functioning as an internal business partner and driving AI adoption into overall success planning.
• Work hand in hand with Customer Success, Professional Services and ProdDev to ensure customers are realizing value with AI.

Job Responsibilities

Overarching objectives of the role include the following:

• Proactive customer health management through intentional, outcome‑driven customer engagement.
• Collaborating closely with Zendesk customers and colleagues, particularly Zendesk Customer Success Managers, to accelerate AI adoption and customer value realization.
• Cultivating, strengthening, and accelerating growth of Zendesk customer relationships.

To deliver on those three overarching objectives, AI Specialists, Customer Success will:

• Be a product expert and develop a comprehensive understanding of how Zendesk’s Advanced AI Agents can be used to create value for customer service teams and in Zendesk CRM.
• Deliver a world‑class customer experience anchored on getting our Zendesk customers to value as quickly as possible.
• Partner with Professional Services by engaging in customer onboarding by helping to define objectives, project scope and minimizing time‑to‑value.
• Ensure continued engagement after launch.
• Drive, enable and remove obstacles to adoption of Zendesk’s Advanced AI Agents.
• Keep engagement high through recurring outcome‑driven engagement, committing to mutual Success Plans with each customer.
• Tirelessly advocate for the Zendesk customer across the ecosystem.
• Deliver a heightened customer experience through proactive engagement and communication with the customer.
• Provide prescriptive best practices, resources, expertise and continuously link customer adoption to quantified/qualified customer value & business outcomes.
• Develop strong relationships with customer leaders at all levels of an organization.
• Forge tight relationships with the rest of the Zendesk customer account team.
• Provide regular internal reporting on automation, product adoption, and account health KPIs.
• Uncover and qualify expansion opportunities and work closely with Account Executives on closing them.
• Understand all aspects of overall customer health and know how to proactively manage health.
• Learn and understand new software solutions in the customer experience space, particularly those leveraging AI.
• Be able to liaise with technical teams, both internally and externally.
• Track all engagement and touchpoints with accounts and provide continuous, unbiased intelligence on the status of customer’s overall health.

Qualifications

• Must have at least 3 years of related experience in Customer Success / Experience.
• Previous experience in customer success roles in enterprise technology / SaaS.
• Track record of learning new technology/software solutions and linking software solutions to common customer use cases.
• Experience in supporting and driving adoption of AI‑powered solutions in customer‑facing roles is a plus.
• Ability to explain and demonstrate the business value of AI to both technical and non‑technical stakeholders.
• Proven ability to multi‑task and perform program/project management activities.
• Strong interpersonal skills, with the ability to influence at multiple levels across the customer’s organization.
• Bachelor degree in computer science, information sciences & technology, engineering or business is a plus.
• Previous experience leveraging leading customer success tools as an integral part of a daily routine.

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.

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace.