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AI Success Strategist at Zendesk - Berlin Hybrid
Lead Zendesk customers’ AI roadmaps, adoption, and retention outcomes. Coordinate product, services, sales, and partner teams to scale responsible AI programs.
Tavsif
- Drive customers’ AI roadmaps from initial adoption through sustained expansion
- Turn product capabilities into business strategies and long-term AI visions
- Plan and deliver AI adoption and expansion roadmaps
- Act as the design authority for customer AI deployments and lead solution reviews
- Guide integration and configuration work with Professional Services
- Coordinate troubleshooting and technical escalations across Professional Services, Product, and Engineering
- Develop forward-looking AI strategies with executive stakeholders
- Align Product, Professional Services, Sales, Success, and partner teams
- Coordinate engagement activities, sequence resources, and escalate risks
- Maintain outcome-focused cadences and shared AI roadmaps that support renewals
- Own channel strategy for distributing and driving adoption of AI solutions
- Monitor AI adoption, resolution metrics, gross revenue retention, customer satisfaction, and expansion results
- Advise customers on ethical AI, data governance, compliance, and safe implementation controls
Talablar
- At least five years of related experience in Customer Success or Customer Experience
- At least one year of experience working with AI
- Background in enterprise technology or SaaS go-to-market roles, such as customer success, professional services or consulting, technical account management, or solutions engineering and pre-sales consulting
- Experience applying adoption and health analytics to predict churn and expansion, identify early risks, and recommend mitigations
- Bachelor’s degree in Business, Computer Science, Engineering, or a related discipline
- Track record managing AI or software adoption programs that improved retention or customer satisfaction
- Experience creating and executing success plans or roadmaps tied to measurable customer outcomes
- Strong program management capabilities and the ability to influence across functions
- Ability to explain complex AI concepts clearly to varied audiences, particularly executive stakeholders
- Awareness of emerging AI trends is advantageous
- AI strategy or project management certifications are preferred
- Strong knowledge of Zendesk platform AI capabilities and the ability to connect product features with business value and strategic initiatives
Imtiyozlar
- Hybrid working arrangement with the option to work remotely part of the week
- Inclusive workplace environment
- Reasonable accommodations for applicants with disabilities and disabled veterans