Zendesk
AI Specialist, Customer Success (Scaled)
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AI Specialist, Customer Success (Scaled)
role at
Zendesk .
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Why This Role? Why Now? The world of customer experience isn’t just evolving—it’s being revolutionized. At Zendesk, we don’t watch the future unfold. We build it. As the architects of the AI‑powered Resolution Platform, we’re resetting the standard for what customer service—and customer success—can mean on a global stage.
Mission The AI Specialist, Customer Success is a hands‑on customer advisory expert dedicated to accelerating Zendesk customers’ realization of business value from our advanced AI agents. You will work across all levels of the customer’s organization—from CXOs and experience leaders to Zendesk administrators and product development teams—ensuring customers maximize their outcomes, drive innovation, and realize ROI from Zendesk’s industry‑leading AI solutions.
Overarching Objectives for the Role
Accelerate business value realization: help customers quickly realize the business value from their advanced AI agents.
Maximize outcomes and drive innovation: ensure customers maximize their outcomes, drive innovation, and achieve ROI.
Strategic partnership and trusted advisor: function as a strategic partner and trusted advisor to customer executives and operational leaders, co‑creating innovation strategies and aligning on shared goals for AI‑powered transformation.
How You’ll Make an Impact
Take end‑to‑end ownership for customer success with Zendesk’s AI portfolio, proactively managing their journey to ensure rapid value realization and measurable business outcomes.
Serve as the technical authority and advisor; develop and apply a deep technical understanding of Zendesk’s advanced AI agents, integrations, and how they interact with the wider platform.
Drive AI adoption by orchestrating and optimizing the customer experience across the entire AI journey. Collaborate with Professional Services on onboarding, define success plans, and ensure ongoing engagement and solution sophistication.
Leverage analytical capability to interpret AI performance data, usage trends, and customer health metrics.
Identify and act on commercial opportunities through commercial acumen—spotting and executing on whitespace for AI‑driven expansion, cross‑sell, and upsell.
Function as a strategic partner and trusted advisor, building consultative relationships with customer executives and operational leaders.
Be an unwavering adoption and value evangelist for Zendesk’s AI solutions; coach customers toward advanced use, articulate measurable impact, and champion customer success stories.
Customer Focus & Stewardship
Demonstrated customer ownership—proactive stewardship of customer results.
Passion for CX management, orchestrating seamless AI‑powered experiences throughout the customer journey.
Technical & AI Expertise
Expert‑level technical understanding of AI agent capabilities, integration scenarios, and their application in customer support environments.
Business Acumen & Strategy
Advanced commercial acumen: identify and quantify revenue‑driving opportunities, align adoption strategies with customer business goals.
Track record as a strategic partner, building trusted, multi‑level relationships and positioning as an executive advisor.
Data & Analytics
Analytical capability: proficiency in interpreting metrics, dashboards, and AI adoption data to prioritize actions.
Advocacy & Adoption
Strong adoption and value evangelist instincts—relentless advocacy for new AI capabilities, driving advanced adoption.
Qualifications
Minimum 5+ years of related experience in Customer Success / Experience.
Previous experience in go‑to‑customer/GTM roles in enterprise technology / SaaS, such as customer success management, professional services/consulting, technical account management, or solutions engineering/pre‑sales consulting.
Bachelor’s degree in Computer Science, Engineering, Business, or a related field.
Experience deploying, supporting, or driving adoption of AI‑powered or SaaS solutions in a customer‑facing capacity.
Ability to explain complex AI concepts to both technical and executive audiences, demonstrating business relevance.
Highly developed relationship management, program management, and consultative skills.
Proficient with customer success tools and comfortable with data analysis and reporting.
Experience working cross‑functionally and influencing at multiple organizational levels.
Compensation 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. Please note that the compensation details reflect the base salary only.
Hybrid Work This role requires a hybrid experience at the team level, giving a rich onsite experience with flexibility to work remotely part of the week. Attendance at the local office for part of the week is required. The specific in‑office schedule will 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.
Equal Opportunity Employer Zendesk believes in offering our people a fulfilling and inclusive experience. We are committed to fairness and transparency. Mechanical 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 celebrates diversity. Individuals seeking employment are considered without regard to protected characteristics. We are an AA/EEO/Veterans/Disabled employer. Rights under EEO laws are available. Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable law. If you need a reasonable accommodation, please email peopleandplaces@zendesk.com with your specific request.
#J-18808-Ljbffr
AI Specialist, Customer Success (Scaled)
role at
Zendesk .
Get AI‑powered advice on this job and more exclusive features.
Why This Role? Why Now? The world of customer experience isn’t just evolving—it’s being revolutionized. At Zendesk, we don’t watch the future unfold. We build it. As the architects of the AI‑powered Resolution Platform, we’re resetting the standard for what customer service—and customer success—can mean on a global stage.
Mission The AI Specialist, Customer Success is a hands‑on customer advisory expert dedicated to accelerating Zendesk customers’ realization of business value from our advanced AI agents. You will work across all levels of the customer’s organization—from CXOs and experience leaders to Zendesk administrators and product development teams—ensuring customers maximize their outcomes, drive innovation, and realize ROI from Zendesk’s industry‑leading AI solutions.
Overarching Objectives for the Role
Accelerate business value realization: help customers quickly realize the business value from their advanced AI agents.
Maximize outcomes and drive innovation: ensure customers maximize their outcomes, drive innovation, and achieve ROI.
Strategic partnership and trusted advisor: function as a strategic partner and trusted advisor to customer executives and operational leaders, co‑creating innovation strategies and aligning on shared goals for AI‑powered transformation.
How You’ll Make an Impact
Take end‑to‑end ownership for customer success with Zendesk’s AI portfolio, proactively managing their journey to ensure rapid value realization and measurable business outcomes.
Serve as the technical authority and advisor; develop and apply a deep technical understanding of Zendesk’s advanced AI agents, integrations, and how they interact with the wider platform.
Drive AI adoption by orchestrating and optimizing the customer experience across the entire AI journey. Collaborate with Professional Services on onboarding, define success plans, and ensure ongoing engagement and solution sophistication.
Leverage analytical capability to interpret AI performance data, usage trends, and customer health metrics.
Identify and act on commercial opportunities through commercial acumen—spotting and executing on whitespace for AI‑driven expansion, cross‑sell, and upsell.
Function as a strategic partner and trusted advisor, building consultative relationships with customer executives and operational leaders.
Be an unwavering adoption and value evangelist for Zendesk’s AI solutions; coach customers toward advanced use, articulate measurable impact, and champion customer success stories.
Customer Focus & Stewardship
Demonstrated customer ownership—proactive stewardship of customer results.
Passion for CX management, orchestrating seamless AI‑powered experiences throughout the customer journey.
Technical & AI Expertise
Expert‑level technical understanding of AI agent capabilities, integration scenarios, and their application in customer support environments.
Business Acumen & Strategy
Advanced commercial acumen: identify and quantify revenue‑driving opportunities, align adoption strategies with customer business goals.
Track record as a strategic partner, building trusted, multi‑level relationships and positioning as an executive advisor.
Data & Analytics
Analytical capability: proficiency in interpreting metrics, dashboards, and AI adoption data to prioritize actions.
Advocacy & Adoption
Strong adoption and value evangelist instincts—relentless advocacy for new AI capabilities, driving advanced adoption.
Qualifications
Minimum 5+ years of related experience in Customer Success / Experience.
Previous experience in go‑to‑customer/GTM roles in enterprise technology / SaaS, such as customer success management, professional services/consulting, technical account management, or solutions engineering/pre‑sales consulting.
Bachelor’s degree in Computer Science, Engineering, Business, or a related field.
Experience deploying, supporting, or driving adoption of AI‑powered or SaaS solutions in a customer‑facing capacity.
Ability to explain complex AI concepts to both technical and executive audiences, demonstrating business relevance.
Highly developed relationship management, program management, and consultative skills.
Proficient with customer success tools and comfortable with data analysis and reporting.
Experience working cross‑functionally and influencing at multiple organizational levels.
Compensation 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. Please note that the compensation details reflect the base salary only.
Hybrid Work This role requires a hybrid experience at the team level, giving a rich onsite experience with flexibility to work remotely part of the week. Attendance at the local office for part of the week is required. The specific in‑office schedule will 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.
Equal Opportunity Employer Zendesk believes in offering our people a fulfilling and inclusive experience. We are committed to fairness and transparency. Mechanical 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 celebrates diversity. Individuals seeking employment are considered without regard to protected characteristics. We are an AA/EEO/Veterans/Disabled employer. Rights under EEO laws are available. Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable law. If you need a reasonable accommodation, please email peopleandplaces@zendesk.com with your specific request.
#J-18808-Ljbffr