AI Success Strategist, Customer Success

Job Description Our Mission: Championing Great Customer Service At Zendesk , we believe that every human interaction matters. We’re on a mission to simplify the complexity of business and make it easy for companies and customers to create deep, lasting connections. As the world pivots toward an AI-first era, we aren’t just following the trend—we are building the Resolution Platform that defines it. We help organizations turn every customer touchpoint into a meaningful experience through empathy, transparency, and relentless innovation. The Impact You’ll Make As an AI Success Strategist , you are the visionary architect of our customers' digital transformation. This is not a traditional support or implementation role; you are the Strategic Engagement Lead responsible for owning the multi-year AI roadmap for our most complex enterprise clients in the APAC region. You will bridge the gap between technical deployment and business transformation, ensuring that AI initiatives don't just start strong—they scale predictably to deliver measurable ROI, Automated Resolution (AR) growth, and Gross Revenue Retention (GRR). What You’ll Be Doing Strategic AI Roadmap Orchestration: Lead the end-to-end delivery of comprehensive AI adoption plans, ensuring alignment with the customer’s C-Suite objectives and long-term CX vision. Design Authority & Solutioning: Lead solution design reviews to ensure AI deployments follow best practices; collaborate with Professional Services (PS) on complex integrations and API configurations. Cross-Functional Orchestration: Serve as the connective tissue between Sales, Professional Services, and Product Development to ensure a seamless GTM execution and a unified customer experience. Data-Driven Governance: Utilize adoption analytics and predictive health scores to monitor performance, forecast churn risk, and translate raw data into actionable executive playbooks. Thought Leadership: Advise customers on Responsible AI , data governance, and compliance guardrails, positioning Zendesk as a trusted partner in ethical AI implementation. Value Realization: Maintain a recurring, outcome-driven cadence with stakeholders to secure renewals by demonstrating quantifiable improvements in CSAT and operational efficiency. What You Bring to the Role The Consultative Architect Mindset: You can pivot effortlessly from a high-level business strategy discussion to a deep dive into technical readiness (authentication, integrations, and data privacy). Program Management Mastery: Proven ability to manage the Critical Path of multi-phase technology adoptions in high-pressure environments. Technical Fluency: You understand the mechanics of Generative AI, Intent Discovery, and Workflow Automation , and can explain The Why behind the tech to non-technical audiences. Outcome-Obsessed: You thrive on metrics like Deflection Rates, CSAT, and Net Retention , using data to tell a compelling story of success. Responsible AI Advocate: You possess a deep understanding of AI Ethics, Data Governance, and Compliance (GDPR/PDPA) to guide customers through safe AI adoption. Basic Qualifications 5 years of experience in Customer Success, Technical Account Management (TAM), or Management Consulting within the Enterprise SaaS industry. 1 years of direct experience in AI-related projects (e.g., Chatbots, NLP, Machine Learning, or Automation workflows). Proven track record in a GTM (Go-To-Market) role, managing large-scale software adoption programs with measurable impact on Churn and Expansion . Bachelor’s degree in Business, Computer Science, Engineering, or a related field. Strong familiarity with Agile methodologies and project management frameworks. Preferred Qualifications CX Domain Expertise: Deep understanding of the Zendesk platform or similar CX/CRM ecosystems . Advanced degrees (MBA or MS) or professional certifications in AI Strategy, PMP, or CSM . Experience navigating the Singapore and APAC regulatory landscape r ... (truncated, view full listing at source)