Zendesk
AI Specialist, Customer Success (Scaled)
The AI Specialist, Customer Success role is a dynamic customer advisory role responsible for getting customers to business outcomes as fast as possible using our cutting‑edge Zendesk AI solutions.
The overarching objective of the AI Specialist, Customer Success is to ensure Zendesk customers realize business value and outcomes from their investment in Zendesk’s Advanced AI Agents. This role works across a customer’s organization, from CXO level down to senior customer experience leaders, administrators running Zendesk solutions, and Product Development teams. When our customers realize value and succeed, Zendesk succeeds. The AI Specialist, Customer Success is a specialist function and key enabler of our customers’ success and Zendesk’s company growth aspirations, with AI being the key driver.
Job Responsibilities
Drive AI adoption through outcome‑driven engagement throughout the customer’s journey and by being a product expert using Zendesk’s Advanced AI Agents.
Be the AI specialist partner in Success for the Customer Success organisation, functioning as an internal business partner and driving AI adoption into overall success planning.
Work hand in hand with Customer Success, Professional Services and Product Development to ensure customers are realizing value with AI.
Be a product expert and develop a comprehensive understanding of how Zendesk’s Advanced AI Agents can be used to create value for customer service teams and in Zendesk CRM.
Deliver a world‑class customer experience anchored on getting our Zendesk customers to value as quickly as possible – partner with Professional Services by engaging in customer onboarding, helping to define objectives, project scope and minimise time‑to‑value, and ensuring continued engagement after launch.
Drive, enable and remove obstacles to adoption of Zendesk’s Advanced AI Agents – keep engagement high through recurring outcome‑driven engagement, committing to mutual Success Plans with each customer, outlining strategic goals, mutual initiatives, and a roadmap of future projects to drive solution sophistication, maximise value and secure renewal.
Advocate for the Zendesk customer across the ecosystem, bringing prioritized, data‑driven customer feedback and insight back to the Zendesk product development team.
Deliver a heightened customer experience through proactive engagement and communication with the customer, both written and verbal, providing prescriptive best practices, resources, expertise and continuously linking customer adoption to quantified, qualified customer value and business outcomes.
Develop strong relationships with customer leaders at all levels of an organization – from CIO and business leaders to IT experts, professionals and architects.
Forge tight relationships with the rest of the Zendesk customer account team, including customer success, sales, support and professional services; provide regular internal reporting on automation, product adoption and account health KPIs, and develop strategies to improve them; uncover and qualify expansion opportunities and work closely with Account Executives on closing them.
Understand all aspects of overall customer health and proactively manage it, working closely with the account’s Customer Success Manager to understand overall success plan status, relationship strength, product adoption and engagement, NPS and customer experience metrics.
Learn and understand new software solutions in the customer experience space, particularly those leveraging AI; previous experience in the customer experience space is ideal.
Liaise with technical teams, both internally and externally, including testing and providing feedback on beta features, troubleshooting technical challenges (e.g., product, CRM integrations, APIs) and collaborating with Product to implement fixes.
Track all engagement and touchpoints with accounts and provide continuous, unbiased intelligence on the status of the customer’s overall health.
Qualifications
Minimum 3+ years of related experience in Customer Success / Experience.
Previous customer success experience in enterprise technology / SaaS – either customer success management, professional services / consulting or technical account management.
Track record of learning new technology/software solutions and linking them to common customer use cases, product adoption maturity frameworks, and ultimately, business value and outcomes for customers.
Experience supporting and driving adoption of AI‑powered solutions in customer‑facing roles is a plus.
Ability to explain and demonstrate the business value of AI to both technical and non‑technical stakeholders.
Proven ability to multi‑task and perform program / project management activities to ensure multiple customers progress against success plans and outcomes.
Strong interpersonal skills, with the ability to influence at multiple levels (CXO to Director to Administrator) across the customer’s organization and multiple functions (Sales, Professional Services, Customer Support, Product Management and Engineering) within Zendesk.
Bachelor’s degree in computer science, information sciences & technology, engineering or business is a plus.
The US annualized OTE (On Target Earnings) range for this position is $109,000.00–$163,000.00 with a pay mix of 70/30 (base/commission). This position may also be eligible for bonus, benefits or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate will be based on job‑related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commission‑based roles), and do not include bonus, benefits or related incentives.
Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning and celebration – while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in‑office schedule is to be determined by the hiring manager.
The Intelligent Heart Of Customer Experience Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.
Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn while also giving our people the flexibility to work remotely for part of the week.
As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.
Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, and inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here. Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre‑employment testing, or otherwise participate in the employee selection process, please send an e‑mail to peopleandplaces@zendesk.com with your specific accommodation request.
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The overarching objective of the AI Specialist, Customer Success is to ensure Zendesk customers realize business value and outcomes from their investment in Zendesk’s Advanced AI Agents. This role works across a customer’s organization, from CXO level down to senior customer experience leaders, administrators running Zendesk solutions, and Product Development teams. When our customers realize value and succeed, Zendesk succeeds. The AI Specialist, Customer Success is a specialist function and key enabler of our customers’ success and Zendesk’s company growth aspirations, with AI being the key driver.
Job Responsibilities
Drive AI adoption through outcome‑driven engagement throughout the customer’s journey and by being a product expert using Zendesk’s Advanced AI Agents.
Be the AI specialist partner in Success for the Customer Success organisation, functioning as an internal business partner and driving AI adoption into overall success planning.
Work hand in hand with Customer Success, Professional Services and Product Development to ensure customers are realizing value with AI.
Be a product expert and develop a comprehensive understanding of how Zendesk’s Advanced AI Agents can be used to create value for customer service teams and in Zendesk CRM.
Deliver a world‑class customer experience anchored on getting our Zendesk customers to value as quickly as possible – partner with Professional Services by engaging in customer onboarding, helping to define objectives, project scope and minimise time‑to‑value, and ensuring continued engagement after launch.
Drive, enable and remove obstacles to adoption of Zendesk’s Advanced AI Agents – keep engagement high through recurring outcome‑driven engagement, committing to mutual Success Plans with each customer, outlining strategic goals, mutual initiatives, and a roadmap of future projects to drive solution sophistication, maximise value and secure renewal.
Advocate for the Zendesk customer across the ecosystem, bringing prioritized, data‑driven customer feedback and insight back to the Zendesk product development team.
Deliver a heightened customer experience through proactive engagement and communication with the customer, both written and verbal, providing prescriptive best practices, resources, expertise and continuously linking customer adoption to quantified, qualified customer value and business outcomes.
Develop strong relationships with customer leaders at all levels of an organization – from CIO and business leaders to IT experts, professionals and architects.
Forge tight relationships with the rest of the Zendesk customer account team, including customer success, sales, support and professional services; provide regular internal reporting on automation, product adoption and account health KPIs, and develop strategies to improve them; uncover and qualify expansion opportunities and work closely with Account Executives on closing them.
Understand all aspects of overall customer health and proactively manage it, working closely with the account’s Customer Success Manager to understand overall success plan status, relationship strength, product adoption and engagement, NPS and customer experience metrics.
Learn and understand new software solutions in the customer experience space, particularly those leveraging AI; previous experience in the customer experience space is ideal.
Liaise with technical teams, both internally and externally, including testing and providing feedback on beta features, troubleshooting technical challenges (e.g., product, CRM integrations, APIs) and collaborating with Product to implement fixes.
Track all engagement and touchpoints with accounts and provide continuous, unbiased intelligence on the status of the customer’s overall health.
Qualifications
Minimum 3+ years of related experience in Customer Success / Experience.
Previous customer success experience in enterprise technology / SaaS – either customer success management, professional services / consulting or technical account management.
Track record of learning new technology/software solutions and linking them to common customer use cases, product adoption maturity frameworks, and ultimately, business value and outcomes for customers.
Experience supporting and driving adoption of AI‑powered solutions in customer‑facing roles is a plus.
Ability to explain and demonstrate the business value of AI to both technical and non‑technical stakeholders.
Proven ability to multi‑task and perform program / project management activities to ensure multiple customers progress against success plans and outcomes.
Strong interpersonal skills, with the ability to influence at multiple levels (CXO to Director to Administrator) across the customer’s organization and multiple functions (Sales, Professional Services, Customer Support, Product Management and Engineering) within Zendesk.
Bachelor’s degree in computer science, information sciences & technology, engineering or business is a plus.
The US annualized OTE (On Target Earnings) range for this position is $109,000.00–$163,000.00 with a pay mix of 70/30 (base/commission). This position may also be eligible for bonus, benefits or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate will be based on job‑related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commission‑based roles), and do not include bonus, benefits or related incentives.
Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning and celebration – while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in‑office schedule is to be determined by the hiring manager.
The Intelligent Heart Of Customer Experience Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.
Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn while also giving our people the flexibility to work remotely for part of the week.
As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.
Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, and inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here. Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre‑employment testing, or otherwise participate in the employee selection process, please send an e‑mail to peopleandplaces@zendesk.com with your specific accommodation request.
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