Principal AI Success Strategist, Customer Success

Zendesk
London
Workplace: HybridFull timeFunction: Customer Success & Account ManagementExperience: 10+ yearsEducation: bachelorsSkills: ["Stakeholder engagement","Cross-functional influence","Analytical thinking","Communication","Executive partnership"]

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.

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FursaFursa
Zendesk
Zendesk
1 month ago

Principal AI Success Strategist, Customer Success

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Source: Company careers pageValidated by: Fursa AI
Last checked: 26 days 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
Glassdoor: 4.0
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