Principal AI Success Strategist, Customer Success

Zendesk

. Own end-to-end delivery of customers’ AI roadmaps from initial adoption through sustained expansion .

Posted 10/2/2026full-timeUnited StatesLead💰 $185,000 - $277,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading AI adoption and expansion initiatives, translating product capabilities into strategic business outcomes while ensuring customer satisfaction and retention. Proficient in program management, cross-functional collaboration, and leveraging data-driven insights to drive measurable results.

Highest-signal resume keywords

AI Strategy DevelopmentCustomer Success ManagementProgram ManagementData-Driven InsightsTechnical Account Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

AI Adoption ProgramsCustomer Experience AnalyticsSolution DesignRisk AssessmentTechnical TroubleshootingIntegration GuidanceRoadmap ExecutionData GovernanceAutomation AssessmentGenerative AI

Soft Skills

Cross-Functional InfluenceComplex Concept DistillationStakeholder EngagementCommunication SkillsLeadership

Tools & Technologies

Zendesk PlatformAI ToolsHealth Analytics SoftwareProject Management ToolsCollaboration Platforms

Certifications & Qualifications

AI Strategy CertificationProject Management Certification

Industry Keywords

Enterprise TechnologySaaSGo-To-CustomerCustomer SuccessProfessional ServicesConsultingSolutions EngineeringAccount ExpansionRetention StrategiesEmerging AI Trends

About the role

Key responsibilities & impact

Own end-to-end delivery of customers’ AI roadmaps from initial adoption through sustained expansion
Translate product capabilities into business strategies and define long-term AI visions
Align Product, Services, Sales, Success, Partners, and other internal and external teams
Lead design, planning, and execution of AI adoption and expansion roadmaps
Serve as design authority for customer AI deployments
Lead solution design reviews and provide best-practice integration and configuration guidance
Coordinate troubleshooting and technical escalations with Professional Services, Product, and Engineering
Partner with executive stakeholders to develop forward-looking AI strategies
Serve as the primary AI thought leader and trusted advisor throughout engagements
Coordinate activities, sequence work, identify and escalate risks, and engage appropriate resources
Maintain outcome-driven cadences and mutual AI roadmaps supporting renewal and value maximization
Own channel strategy for AI solution dissemination and adoption
Use data-driven insights to track AI adoption, resolution metrics, gross revenue retention, and customer satisfaction
Advise customers on responsible AI, ethical practices, data governance, and compliance
Orchestrate multi-phase technology adoption projects
Assess automation potential and technical readiness, including generative AI, integrations, and authentication
Liaise with Product Development teams to remove adoption blockers, implement fixes, and provide beta-feature feedback
Drive revenue growth, retention, account expansion, and measurable business outcomes

Requirements

What you’ll need

Minimum of 10+ years of related experience in Customer Success / Experience
2+ years of AI-related experience
Previous experience in go-to-customer/GTM roles in enterprise technology / SaaS, including customer success management, professional services/consulting, technical account management, or solutions engineering/pre-sales consulting
Experience using adoption and health analytics to forecast churn and expansion, surface early risk signals, and recommend mitigations
Bachelor’s degree in Business, Computer Science, Engineering, or related field
Experience managing AI or software adoption programs with demonstrated impact on retention or satisfaction
Experience designing and executing success plans or roadmaps that drive measurable customer outcomes
Excellent program management and cross-functional influence skills
Ability to distill complex AI concepts for diverse audiences, especially executive stakeholders
Advanced degrees preferred
Certifications in AI strategy or project management preferred
Familiarity with emerging AI trends is a plus
Deep understanding of AI capabilities within Zendesk’s platform
Ability to work in the United States

Benefits

Comp & perks

Bonus eligibility
Benefits
Related incentives
Hybrid way of working
Flexibility to work remotely for part of the week
Inclusive workplace
Reasonable accommodations for applicants with disabilities and disabled veterans