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## Job Description# Customer experience is transforming through AI-driven innovation.

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At Zendesk, we don't just embrace this change — we lead it.

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As visionary architects of our AI-powered Resolution Platform, AI Success Strategists shape and deliver long-term AI success for our customers.

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This role transcends technical deployment; it is about owning the strategic AI roadmap, maximizing business impact, and builds executive partnerships from day one so AI initiatives start strong and scale predictably.

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## MissionYou 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.

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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.

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You will lead structured discovery and success-planning engagements that create measurable playbooks and milestones early in the lifecycle.

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## 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 improvementsHow 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.

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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.

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For complex agent implementations, coordinate troubleshooting and technical escalations with Professional Services, Product and Engineering to resolve blockers quickly.

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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.

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Serve as the primary AI thought leader and trusted advisor throughout the engagement lifecycle.

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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.

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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.

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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.

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Channel & Adoption Strategy: Own the channel strategy for AI solution dissemination and adoption, balancing direct customer delivery with channel enablement and partner engagement.

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Measure and Drive Impact: Utilize data-driven insights to track AI adoption, resolution metrics, and gross revenue retention improvements.

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Continuously refine strategies to optimize outcomes and customer You'll Need to Succeed## Strategic Skills & Expertise Project & Program Management: Proven ability to orchestrate multi-phase technology adoption projects, managing diverse teams and timelines with clarity and agility.

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Product and Technical Knowledge: Product expert who assesses customers' use case automation potential and technical readiness (generative AI, integrations, authentication), helps craft user journeys and translates features into value.

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Liaise with ProdDev teams to remove blockers for adoption, implement fixes and provide feedback on (beta) features.

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Business & Strategic Acumen: Demonstrated skill in aligning AI solutions to customer business challenges, driving revenue growth, and influencing executive decision-making.

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Consultation & Communication: Strong stakeholder engagement skills—whether customer executives or internal teams—to advance AI adoption and sustain strategic partnerships.

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Analytical & Outcome-Focused: Strong analytical capacity to interpret adoption data, develop predictive health scores, forecast re

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📌 Ai Success Strategist, Customer Success (Xico)
🏢 Zendesk
📍 Xico