Principal AI Success Strategist, Customer Success
Core
Own end-to-end delivery of customers' AI roadmaps, translating product capabilities into business strategies to drive adoption, retention, and revenue growth for Zendesk's AI-powered Resolution Platform.
Role type
Principal AI Success Strategist (Customer Success)
Builds
Multi-year AI adoption and expansion roadmaps, strategic playbooks, and measurable value outcomes for enterprise customers.
Domain
Enterprise SaaS / Customer Experience / Generative AI
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Project & Program Management, Product and Technical Knowledge (Generative AI, integrations), Business & Strategic Acumen, Consultation & Communication, Analytical & Outcome-Focused, Forward-Thinking & Pragmatic
Preferred skills
AI Domain Expertise, familiarity with emerging AI trends
Technologies
Zendesk Resolution Platform, generative AI, authentication, integrations
Responsibilities
Lead design, planning, and execution of comprehensive AI adoption roadmaps; serve as design authority for AI deployments; partner with executives to co-create forward-looking AI strategies; align cross-functional teams (Product, Services, Sales); coordinate engagement activities and resource sequencing; maintain recurring outcome-driven cadences; measure and drive impact via data-driven insights; advise on responsible AI and compliance.
Seniority
Principal, strategy & mentorship
