At a Glance
- Tasks: Lead AI strategy and ensure customer success with innovative AI solutions.
- Company: Join Zendesk, a leader in AI-driven customer experience.
- Benefits: Flexible hybrid work, competitive salary, and a focus on diversity and inclusion.
- Other info: Collaborative environment with opportunities for professional growth.
- Why this job: Shape the future of customer experience with cutting-edge AI technology.
- Qualifications: 7+ years in customer success, with AI experience preferred.
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.
- Own customers’ multi‑year AI roadmap and execute cross‑functional delivery.
- 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.
- Design Authority: Serve as the design authority for customers’ AI deployments.
- 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: Dedicate effort to internal cross-functional collaboration.
- 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: Utilize data-driven insights to track AI adoption and resolution metrics.
What You’ll Need to Succeed
- Project & Program Management: 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.
- Responsible AI & Compliance: Confidently advise customers on ethical AI practices.
Qualifications
- Must have a minimum of 7+ 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 preferred.
- Experience managing AI or software adoption programs with demonstrated impact on business metrics.
- Excellent program management and cross-functional influence skills.
- Familiarity with emerging AI trends is a plus.
Great to have
- AI Domain Expertise: Deep understanding of AI capabilities within Zendesk’s platform.
- Hybrid: This role must attend our local office for part of the week.
Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working enables us to come together in person to connect, collaborate, and learn while 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.
Senior AI Success Strategist, Customer Success in London employer: Zendesk
At Zendesk, we pride ourselves on being a forward-thinking employer that champions innovation and collaboration in the realm of AI-driven customer success. Our hybrid work culture fosters a balance between in-person connection and remote flexibility, ensuring our employees thrive both personally and professionally. With a strong commitment to diversity, equity, and inclusion, we offer ample opportunities for growth and development, making Zendesk an exceptional place to build a meaningful career.
StudySmarter Expert Advice🤫
We think this is how you could land Senior AI Success Strategist, Customer Success in London
✨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 a role like the Senior AI Success Strategist.
✨Tip Number 2
Prepare for the interview by understanding Zendesk's AI products inside out. Be ready to discuss how you can drive customer success and adoption using these tools. Show us you’re not just familiar, but passionate about AI!
✨Tip Number 3
Practice your storytelling skills! Be ready to share specific examples of how you've successfully managed AI projects or customer success initiatives in the past. We want to hear about your impact and how you can replicate that at Zendesk.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining the Zendesk team and contributing to our mission of transforming customer experience.
We think you need these skills to ace Senior AI Success Strategist, Customer Success in London
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Senior AI Success Strategist role. Highlight your experience in customer success and AI, and show how your skills align with the job description. We want to see how you can drive AI adoption and create value for our customers!
Showcase Your Strategic Thinking:In your application, emphasise your ability to develop long-term AI roadmaps and strategies. Share examples of how you've successfully aligned teams and driven execution in previous roles. We love seeing candidates who can think ahead and plan for sustainable growth!
Highlight Your Communication Skills:Since this role involves engaging with various stakeholders, make sure to demonstrate your strong communication skills. Include examples of how you've effectively collaborated with internal teams and external partners to achieve common goals. We value clear and impactful communication!
Apply Through Our Website:We encourage you to submit your application through our website for the best chance of being noticed. It’s the easiest way for us to keep track of your application and ensure it gets to the right people. Don’t miss out on this opportunity to join our team!
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 complex AI initiatives effectively.
✨Engage with Stakeholders
Think about how you can build relationships with both internal teams and external customers. Prepare to discuss your approach to stakeholder engagement and how you’ve influenced executive decision-making in previous roles. This is crucial for aligning AI solutions with business challenges.
✨Data-Driven Insights
Be ready to talk about how you've used analytics to forecast churn and drive adoption. Share specific metrics or outcomes from your previous experiences that illustrate your analytical skills and outcome-focused mindset. This will show you can translate data into actionable strategies.
