Zendesk

11 hours ago

Principal AI Success Strategist, Customer Success

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 11 hours agoStatus: Live

Job Summary

Own end-to-end delivery of customers’ AI roadmaps by translating AI product capabilities into business strategy, defining long-term AI vision, and coordinating cross-functional teams to drive adoption from initial deployment through expansion. Serve as design authority for AI deployments, lead structured discovery and success-planning engagements, and use adoption and health analytics to forecast retention and growth. Provide guidance on responsible AI, data governance, and compliance guardrails.

Location: London

Workplace: Hybrid

Employment Type: Full time

Job Function: Customer Success & Account Management

Key Responsibilities

•Lead design, planning, and execution of end-to-end AI adoption and expansion roadmaps for key customers.
•Serve as design authority for AI deployments, including solution design reviews and coordination with Professional Services on integration and configuration.
•Partner with executive stakeholders to co-create a forward-looking AI strategy and act as a trusted AI thought leader.
•Coordinate cross-functional alignment (Product, Professional Services, Sales, Success, and partners), engaging the right resources and escalating risks early.
•Measure and drive impact using data-driven adoption and resolution metrics to support retention, expansion, and renewal.

Key Requirements

•Minimum 10+ years in Customer Success/Experience with 2+ years of AI-related experience.
•Go-to-customer/GTМ experience in enterprise technology/SaaS (customer success, professional services/consulting, technical account management, or pre-sales/sales engineering).
•Use adoption and health analytics to forecast churn and expansion, identify early risk signals, and recommend mitigations.
•Bachelor’s degree in Business, Computer Science, Engineering, or related field (advanced degrees and certifications in AI strategy or project management preferred).
•Experience managing AI or software adoption programs and designing success plans/roadmaps that drive measurable customer outcomes.

Experience:10+ years

Education:Bachelor's in Business, Computer Science, Engineering, or related field

Skills:Stakeholder engagementCross-functional influenceAnalytical thinkingCommunicationExecutive partnership

Tech Stack:Generative AIAIIntegrationsAuthenticationAI roadmapAdoption analyticsHealth analytics

Company Brief

Zendesk

Provides cloud-based customer service and engagement software, including help desk, ticketing, chat, and CRM tools that enable businesses to manage customer support, self-service, and omnichannel communication at scale.

Industry: Enterprise Software

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Established Company

Valuation: Decacorn (USD 10B+)

Funding: Private Equity Backed

Headquarters: San Francisco, United States

Founded: 2007

Glassdoor: 4.0

Website LinkedIn Glassdoor

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Zendesk

11 hours ago

Principal AI Success Strategist, Customer Success

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 11 hours agoStatus: Live

Job Summary

Location: London

Workplace: Hybrid

Employment Type: Full time

Job Function: Customer Success & Account Management

Key Responsibilities

•Lead design, planning, and execution of end-to-end AI adoption and expansion roadmaps for key customers.
•Serve as design authority for AI deployments, including solution design reviews and coordination with Professional Services on integration and configuration.
•Partner with executive stakeholders to co-create a forward-looking AI strategy and act as a trusted AI thought leader.
•Coordinate cross-functional alignment (Product, Professional Services, Sales, Success, and partners), engaging the right resources and escalating risks early.
•Measure and drive impact using data-driven adoption and resolution metrics to support retention, expansion, and renewal.

Key Requirements

•Minimum 10+ years in Customer Success/Experience with 2+ years of AI-related experience.
•Go-to-customer/GTМ experience in enterprise technology/SaaS (customer success, professional services/consulting, technical account management, or pre-sales/sales engineering).
•Use adoption and health analytics to forecast churn and expansion, identify early risk signals, and recommend mitigations.
•Bachelor’s degree in Business, Computer Science, Engineering, or related field (advanced degrees and certifications in AI strategy or project management preferred).
•Experience managing AI or software adoption programs and designing success plans/roadmaps that drive measurable customer outcomes.

Experience:10+ years

Education:Bachelor's in Business, Computer Science, Engineering, or related field

Skills:Stakeholder engagementCross-functional influenceAnalytical thinkingCommunicationExecutive partnership

Tech Stack:Generative AIAIIntegrationsAuthenticationAI roadmapAdoption analyticsHealth analytics

Company Brief

Zendesk

Industry: Enterprise Software

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Established Company

Valuation: Decacorn (USD 10B+)

Funding: Private Equity Backed

Headquarters: San Francisco, United States

Founded: 2007

Glassdoor: 4.0

Website LinkedIn Glassdoor