Principal AI Success Strategist, Customer Success

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

Own end-to-end delivery of customers’ multi-year AI roadmaps—turning Zendesk AI product capabilities into clear business strategies and measurable adoption outcomes. Lead discovery and success-planning engagements, serve as design authority for AI deployments, and align internal teams (Product, Services, Sales, Partners) to scale safe, sustainable programs. Drive quantifiable results including time-to-value, automated resolution usage, renewals, retention, and executive-level partnerships.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Zendesk
Zendesk
1 month 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: 25 days agoStatus: Live

Job Summary

Own end-to-end delivery of customers’ multi-year AI roadmaps—turning Zendesk AI product capabilities into clear business strategies and measurable adoption outcomes. Lead discovery and success-planning engagements, serve as design authority for AI deployments, and align internal teams (Product, Services, Sales, Partners) to scale safe, sustainable programs. Drive quantifiable results including time-to-value, automated resolution usage, renewals, retention, and executive-level partnerships.
Location: Singapore
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Mid level

Key Responsibilities

  • •Lead design, planning, and execution of AI adoption and expansion roadmaps for key customers, aligned to business goals.
  • •Serve as design authority for AI deployments, conducting solution design reviews and coordinating escalations to resolve blockers.
  • •Co-create long-term AI vision and business strategy with executive stakeholders, acting as a trusted AI thought leader.
  • •Orchestrate internal and external stakeholder alignment across Product, Professional Services, Sales, Success, and partners to deliver the roadmap.
  • •Maintain recurring outcome-driven cadences and measure impact using AI adoption and resolution metrics to protect renewals and drive expansion.

Key Requirements

  • •Minimum 10+ years of related Customer Success/Experience experience and 2+ years of AI-related experience.
  • •Experience in go-to-customer/GTM roles in enterprise technology/SaaS (customer success, professional services/consulting, technical account management, or solutions engineering/pre-sales).
  • •Use adoption and health analytics to forecast churn/expansion, surface early risk signals, and recommend mitigations for retention and growth.
  • •Bachelor’s degree in Business, Computer Science, Engineering, or related field; advanced degrees and certifications in AI strategy or project management preferred.
  • •Demonstrated experience designing and executing success plans/roadmaps that deliver measurable customer outcomes.
Experience:10+ yearsSaaSEnterprise technology
Education:Bachelor's
Skills:Stakeholder engagementCross-functional influenceAnalytical thinkingProgram managementCommunication
Tech Stack:Generative AIIntegrationsAuthenticationData governance

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
WebsiteLinkedInGlassdoor