한국어·English
Zendesk company · OPEN ROLE
- Company
- Builds customer service software that manages customer inquiries and support.
- Role
- Designs AI adoption strategy for customers and owns the results.
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What you will do
We rewrote the responsibilities and qualifications in plain language instead of copying the original posting.
Responsibilities
- Take full charge of building and running the roadmap that gets a key account further into AI, step by step, tied to their larger business goals.
- Act as design authority for customers' AI rollouts, reviewing solution designs against best practice and pulling in Professional Services, Product, and Engineering on tough issues.
- Shape a long-term AI strategy together with executive stakeholders.
- Align Product, Professional Services, Sales, and Customer Success around delivering the roadmap.
- Lead the engagement, sequencing activities and flagging risks early.
- Lean on the data to see how adoption and resolution rates are trending, and use that to sharpen the strategy.
What you need
- 10+ years in customer success or customer experience, including 2+ years focused on AI.
- Background in a customer-facing GTM role at an enterprise tech or SaaS company, such as customer success management, professional services, technical account management, or pre-sales.
- Has turned adoption numbers and health scores into churn and expansion forecasts, and knows how to flag risk early with a plan to fix it.
- Has completed a university degree, ideally in business, computer science, or engineering, or a related area.
- Has run programs that drive AI or software adoption, with real, measurable gains in retention or customer satisfaction.
- Has put together success plans and roadmaps before that led to outcomes customers actually noticed.
Good to have
- Deep understanding of Zendesk's AI capabilities and how to turn them into business strategy.
- Stays current on emerging AI trends.
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Checked 2026-10-19
ZendeskPrincipal AI Success Strategist, Customer SuccessStart a mock application