Zendesk

2 days 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: 17 hours 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: 4.0

Website LinkedIn Glassdoor

Loading job details...

Preparing the role view and application actions.

Zendesk

2 days 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: 17 hours agoStatus: Live

Job Summary

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

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