AI Specialist

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 Objective For The Role:

• Accelerate Business Value Realization: Dedicated to helping Zendesk customers quickly realize the business value from their advanced AI agents.

• Maximize Outcomes and Drive Innovation: Ensuring customers maximize their outcomes, drive innovation, and achieve ROI from Zendesk's industry-leading AI solutions.

• Strategic Partnership and Trusted Advisor: Functioning 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. Your accountability covers initial adoption, continued engagement, expansion, and renewal.

• 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. Guide customers on best practices and solution design to optimize performance and business impact.

• Drive AI adoption by orchestrating and optimizing the customer experience (CX) across the entire AI journey. You'll 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. Use these insights to anticipate risks, identify growth opportunities, and drive informed, outcome-driven actions.

• Identify and act on commercial opportunities through your commercial acumen-spotting and executing on whitespace for AI-driven expansion, cross-sell, and upsell, and supporting renewals based on demonstrable value achieved.

• Function as a strategic partner and trusted advisor, building strong, consultative relationships with customer executives and operational leaders. Facilitate joint business reviews, co-create innovation strategies, and align on shared goals for AI-powered transformation.

• Be an unwavering adoption and value evangelist for Zendesk's AI solutions coach customers toward advanced use, continually articulate the measurable impact and business value of AI, and champion customer success stories within Zendesk and beyond.

What You'll Need to Succeed

Customer Focus & Stewardship

• Demonstrated customer ownership-proactive stewardship of customer results, always seeking ways to create and deliver value across the AI solution lifecycle.

• Passion and skill for CX management, orchestrating seamless AI-powered experiences throughout the customer journey and using feedback to drive continuous enhancement.

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: able to identify and quantify revenue-driving opportunities, align adoption strategies with customer business goals, and contribute to renewal and expansion motions.

• Track record as a strategic partner, building trusted, multi-level relationships and positioning yourself as an executive advisor and co-innovator.

Data & Analytics

• Analytical capability: proficiency in interpreting metrics, dashboards, and AI adoption data to prioritize actions and confidently recommend solutions.

Advocacy & Adoption

• Strong adoption and value evangelist instincts-relentless in advocating for new AI capabilities, driving advanced adoption, and communicating customer success both internally and externally.

Qualifications

• Must have a minimum of 5+ years of related experience in Customer Success / Experience

• 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

• 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.

• Business fluency in English is a must

• Business fluency in Mandarin is a plus