Manager, AI Success Strategist – Customer Success
Zendesk
full-time
Posted on:
Location Type: Hybrid
Location: Mexico City • Mexico
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About the role
- Manage and grow a high-performing team (6–10 direct reports) that owns end‑to‑end delivery of customers’ AI roadmaps.
- Translate product capabilities into clear business strategies.
- Ensure consistent execution across customers.
- Maintain recurring outcome-driven cadences that secure retention and expansion.
- Own and scale a 6–10 person AI Success Strategist team to deliver predictable, measurable customer AI outcomes.
- Operationalize repeatable playbooks, SLAs, and account‑level forecasting.
- Hire, coach and develop individual contributors to raise team delivery velocity and quality.
Requirements
- 7+ years in Customer Success / Professional Services / Technical Account Management / Solutions Consulting in enterprise SaaS;
- 2+ years in AI-related roles or working on AI product adoption.
- 2+ years of people management experience leading customer-facing teams (6–10 direct reports).
- Previous experience in go-to-customer/GTM roles in enterprise technology / SaaS — either customer success management, professional services/consulting, technical account management, or solutions engineering/pre-sales consulting.
- Demonstrated experience in using adoption and health analytics to forecast churn and expansion.
- Bachelor’s degree in Business, Computer Science, Engineering, or related field; advanced degrees; certifications in AI strategy or project management preferred.
Benefits
- Health insurance
- Flexible working arrangements
- Professional development
- Paid time off
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
AI product adoptioncustomer success managementprofessional servicestechnical account managementsolutions consultingadoption analyticshealth analyticsforecastingproject managementSaaS
Soft Skills
team managementcoachingdevelopmentstrategic thinkingexecutioncommunicationleadershiporganizational skillscustomer relationship managementdelivery velocity
Certifications
AI strategy certificationproject management certification