Zendesk
AI Specialist, Customer Success (Scaled)
Zendesk, Mountain Iron, Minnesota, United States, 55768
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 ProdDev 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 ProdDev to ensure customers realize value with AI
Responsibilities
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
Qualifications
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 $109,000.00-$163,000.00 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 a hybrid schedule requiring onsite presence part of the week, with specifics determined by the hiring manager. The intelligent heart of customer experience Zendesk software aims to bring calm to the chaotic world of customer service and powers billions of conversations with brands you know and love. Zendesk is an equal opportunity employer and supports global diversity, equity, and inclusion. We do not discriminate based on race, color, religion, national origin, age, sex, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, veteran status, or other protected characteristics. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like information about EEO rights, please contact us. Zendesk provides reasonable accommodations for applicants with disabilities. If you require an accommodation to submit this application or participate in the selection process, please email peopleandplaces@zendesk.com with your request.
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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 ProdDev 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 ProdDev to ensure customers realize value with AI
Responsibilities
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
Qualifications
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 $109,000.00-$163,000.00 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 a hybrid schedule requiring onsite presence part of the week, with specifics determined by the hiring manager. The intelligent heart of customer experience Zendesk software aims to bring calm to the chaotic world of customer service and powers billions of conversations with brands you know and love. Zendesk is an equal opportunity employer and supports global diversity, equity, and inclusion. We do not discriminate based on race, color, religion, national origin, age, sex, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, veteran status, or other protected characteristics. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like information about EEO rights, please contact us. Zendesk provides reasonable accommodations for applicants with disabilities. If you require an accommodation to submit this application or participate in the selection process, please email peopleandplaces@zendesk.com with your request.
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