AI Specialist, Customer Success; Scaled

Overview

AI Specialist, Customer Success is a dynamic advisory role responsible for helping customers reach business outcomes quickly using Zendesk AI solutions.

The objective is to ensure Zendesk customers realize business value and outcomes from their investment in Zendesk’s Advanced AI Agents. This role collaborates across an organization—from executive level to administrators and Prod Dev teams. As a specialist function, the AI Specialist enables customer success and supports Zendesk’s growth, with AI as a key driver.

The mission of the AI Specialist team is to:

• Drive AI adoption through outcome-driven engagement across the customer journey and as a product expert for Zendesk’s Advanced AI Agents

• Serve as the AI specialist partner in Success for the Customer Success organization, acting as an internal business partner and integrating AI adoption into overall success planning

• Collaborate with Customer Success, Professional Services and Prod Dev to ensure customers realize value with AI

• Overarching objectives include:

  • Proactive health management through outcome-driven customer engagement

  • Collaborate with Zendesk customers and Customer Success colleagues to accelerate AI adoption and value realization

  • Grow and deepen Zendesk customer relationships

• To deliver on these objectives, AI Specialists will:

  • Be a product expert and understand how Zendesk’s Advanced AI Agents create value for customer service and Zendesk CRM, and how they interact with other Zendesk products

  • Deliver a world-class customer experience—onboarding with Professional Services by defining objectives, scope and time-to-value, and sustaining engagement after launch

  • Drive and remove obstacles to adoption of Zendesk’s Advanced AI Agents—maintain engagement through recurring, outcome-driven plans with mutual goals, initiatives, success metrics, and a roadmap of future projects to drive value and renewal

  • Advocate for customers across the ecosystem by sharing prioritized, data-driven feedback with the product development team

  • Provide proactive, clear communication and prescriptive best practices, linking adoption to quantified business outcomes

  • Build relationships with customer leaders at all levels—from CIOs to IT professionals and architects

• Additional responsibilities:

  • Collaborate with the Zendesk account team (customer success, sales, support, professional services), provide regular internal reporting on automation, product adoption, and account health KPIs, and identify expansion opportunities with Account Executives

  • Understand overall customer health and proactively manage it by coordinating with the Customer Success Manager on success plans, relationship strength, product usage, engagement, and customer experience metrics

  • Learn new AI-enabled software solutions in the customer experience space; prior experience is ideal

  • Coordinate with internal and external technical teams, test and provide feedback on beta features, troubleshoot issues (product, CRM integrations, APIs), and work with Product to implement fixes

  • Track engagement and provide ongoing intelligence on customer health

• Minimum 3+ years of related experience in Customer Success / Experience

• Experience in enterprise technology / SaaS in customer success, professional services/consulting, or technical account management

• Track record of learning new technologies and driving business value through product adoption frameworks

• Experience in supporting and driving adoption of AI-powered solutions is a plus

• Ability to explain and demonstrate business value of AI to technical and non-technical stakeholders

• Strong multitasking and program/project management to advance multiple customers along success plans

• Strong interpersonal skills with the ability to influence across levels and functions within the customer organization

• Bachelor’s degree in computer science, information science & technology, engineering or business is a plus

Compensation:
The US annualized OTE range for this position is $-$ with a pay mix of 70/30 (base/commission). This may include bonus, benefits, or incentives. The offer will be based on capabilities, experience, and location.

Hybrid:
This role offers…