Director, AI Success Strategist, Customer Success
Zendesk
full-time
Posted on:
Location Type: Remote
Location: New York • United States
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Salary
💰 $227,000 - $341,000 per year
Job Level
About the role
- Define and deliver org‑level strategy for ~15–30 people that translates product innovation into market outcomes
- Build forecasting, predictive health models and executive reporting that materially improve forecast accuracy, lower portfolio churn
- Architect the people, governance and cross‑functional playbooks (including responsible‑AI guardrails)
- Scale managers, build clear career frameworks and learning programs
- Own hiring, org design, and talent development for the AI Success org (~15–30)
- Be the voice of the customer by turning portfolio signals into prioritized product and GTM investments
- Own C‑level relationships for strategic customers and represent Zendesk in various events
- Build top‑down forecasting and predictive health signals that aggregate trends across portfolios and regions
- Set and own team‑level targets for adoption, GRR/NRR, and expansion velocity
- Define practical guardrails for safe, explainable, and compliant AI deployments
Requirements
- 12+ years of experience in Customer Success, Professional Services, Technical Account Management, Solutions Consulting, or similar enterprise SaaS roles
- 3+ years in roles focused on AI adoption or AI products go‑to‑market
- 5+ years of people leadership with experience managing managers and scaling teams (responsible for ~15–30 people, including manager layers)
- Bachelor’s degree in Business, Computer Science, Engineering, or related field; advanced degrees; certifications in AI strategy or project management preferred
- Proven experience partnering with senior Product leadership and influencing product roadmaps based on customer outcomes and usage data
- Strong record of working with executive stakeholders (customer C‑suite and internal executive leadership) and presenting business-critical forecasts and trend analyses.
Benefits
- flexible work arrangements
- professional development opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
forecastingpredictive modelingAI strategydata analysisportfolio managementgovernance frameworkscareer development frameworkscustomer success metricsGTM strategycompliance standards
Soft Skills
leadershipcommunicationinfluencingstrategic thinkingcustomer advocacyteam buildingorganizational designpresentation skillscollaborationproblem-solving
Certifications
AI strategy certificationproject management certification