At a Glance
- Tasks: Lead AI strategy and roadmap delivery for customers, ensuring impactful adoption and expansion.
- Company: Join Zendesk, a leader in AI-driven customer experience innovation.
- Benefits: Enjoy a hybrid work model, competitive salary, and opportunities for professional growth.
- Other info: Collaborative culture focused on diversity, equity, and inclusion.
- Why this job: Make a real difference by shaping AI success for global customers.
- Qualifications: 5+ years in Customer Success with AI experience; strong project management skills.
The predicted salary is between 60000 - 80000 € per year.
Customer experience is transforming through AI-driven innovation. At Zendesk, we lead the change by shaping and delivering long-term AI success for our customers. This role focuses on owning the strategic AI roadmap, maximizing business impact, and building executive partnerships from day one so AI initiatives start strong and scale predictably.
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—while orchestrating the right mix of product, services, and partner resources. You will lead structured discovery and success-planning engagements that create measurable playbooks and milestones early in the lifecycle.
Overarching Objective For The Role
- Accelerate customers’ time‑to‑value by driving adoption and operational excellence for Zendesk AI solutions, ensuring customers realize 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.
- Deliver quantifiable commercial outcomes—protect renewals, grow account expansion, and translate AI adoption into predictable revenue and retention improvements.
How You’ll Make an Impact
Strategic Responsibilities
- Full 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.
- 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.
- Internal and External Stakeholder Alignment: Dedicate effort to internal cross-functional collaboration, aligning Product, Professional Services, Sales, Success, and other teams to deliver on the AI roadmap.
- Serve as the 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 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.
What You’ll Need to Succeed
- Strategic Skills & Expertise: 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, helps craft 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—whether customer executives or 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.
Qualifications
- Must have a minimum of 5+ years of related experience in Customer Success / Experience, 1+ years of AI related experience.
- Previous 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; certifications in AI strategy or project management preferred.
- Experience managing AI or software adoption programs with demonstrated impact on business metrics such as retention or satisfaction.
- 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.
Great to have
- AI Domain Expertise: Deep understanding of AI capabilities within Zendesk’s platform.
- 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.
Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the 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.
AI Success Strategist, Customer Success (German or Italian or English or French or Norwegian Sp[...] employer: Zendesk
At Zendesk, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters collaboration and innovation. Our hybrid work model allows for flexibility while ensuring meaningful in-person connections, and we are committed to employee growth through continuous learning opportunities and a focus on diversity and inclusion. Join us in shaping the future of customer experience with AI-driven solutions, where your contributions will have a tangible impact on our customers' success.
StudySmarter Expert Advice🤫
We think this is how you could land AI Success Strategist, Customer Success (German or Italian or English or French or Norwegian Sp[...]
✨Tip Number 1
Network like a pro! Reach out to current employees at Zendesk or in the AI space on LinkedIn. Ask them about their experiences and any tips they might have for landing the role. Personal connections can make a huge difference!
✨Tip Number 2
Prepare for the interview by diving deep into Zendesk's AI solutions. Understand how they work and think about how you can contribute to their success. Show that you're not just interested in the role, but also passionate about their mission.
✨Tip Number 3
Practice your storytelling skills! Be ready to share specific examples of how you've driven customer success in the past. Use the STAR method (Situation, Task, Action, Result) to structure your answers and keep it engaging.
✨Tip Number 4
Don’t forget to follow up after your interview! A simple thank-you email can leave a lasting impression. Mention something specific from your conversation to show you were engaged and are genuinely interested in the position.
We think you need these skills to ace AI Success Strategist, Customer Success (German or Italian or English or French or Norwegian Sp[...]
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the AI Success Strategist role. Highlight your experience in customer success and any relevant AI projects you've worked on. We want to see how your skills align with our mission!
Showcase Your Strategic Thinking:In your application, demonstrate your ability to think strategically about AI adoption. Share examples of how you've successfully managed projects or developed roadmaps that led to measurable outcomes. This is key for us!
Be Clear and Concise:When writing your application, keep it clear and to the point. Use bullet points where possible to make your achievements stand out. We appreciate straightforward communication, especially when it comes to complex topics like AI.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Zendesk
✨Know Your AI Stuff
Make sure you brush up on the latest AI trends and how they apply to customer success. Be ready to discuss how you can leverage AI to drive business impact and improve customer satisfaction. This shows you're not just familiar with the tech, but you understand its strategic value.
✨Showcase Your Project Management Skills
Prepare examples of past projects where you've successfully managed multi-phase technology adoption. Highlight your ability to coordinate diverse teams and timelines. This will demonstrate your capability to lead the end-to-end delivery of AI roadmaps effectively.
✨Engage with Stakeholders
Think about how you can engage with both internal and external stakeholders during the interview. Prepare to discuss your approach to building executive partnerships and aligning teams to achieve common goals. This is crucial for the role, so show them you can be a trusted advisor.
✨Data-Driven Decision Making
Be ready to talk about how you've used data analytics in previous roles to forecast retention and expansion. Share specific metrics or outcomes that resulted from your strategies. This will highlight your analytical skills and your focus on measurable success.
