Ai Specialist, Customer Success

Position: AI Specialist – Customer Success Location: São Paulo, Brazil (in‑office); Full‑time. Posted: Published yesterday Job Description The AI Specialist, Customer Success is a dynamic customer advisory role responsible for helping customers achieve business outcomes quickly by leveraging Zendesk’s Advanced AI Agents. The goal is to enable Zendesk customers to realize tangible value and outcomes from their investment in the platform. Key Responsibilities Drive AI adoption throughout a customer’s journey and act as a product expert using Zendesk’s Advanced AI Agents. Serve as the AI specialist partner in the Success organization, working with Customer Success teams to embed AI into overall success planning. Collaborate closely with Customer Success, Professional Services and Product Development to ensure customers realize value with AI. Proactively manage customer health with outcome‑driven engagement. Partner with customers and internal teams, particularly Customer Success Managers, to accelerate AI adoption and customer value realization. Cultivate, strengthen, and accelerate the growth of Zendesk customer relationships. Develop a deep understanding of how Zendesk’s Advanced AI Agents create value for customer service teams and integrate with the rest of the Zendesk suite. Deliver a world‑class customer experience that moves customers to value as quickly as possible, including onboarding, project scope definition and minimizing time‑to‑value. Ensure 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, mutual Success Plans, strategic goals and a roadmap of future projects. Advocate for the customer across the ecosystem, bringing data‑driven feedback and insights back to product development. Communicate proactively with customers in written and verbal form. Provide prescriptive best practices, resources, and expertise, continuously linking adoption to quantified business outcomes. Build strong relationships with customer leaders at all levels—from CIOs to IT experts and architects. Forge tight relationships with the rest of the Zendesk customer account team (Customer Success, sales, support, professional services). Provide regular internal reporting on automation, product adoption, account health KPIs and strategies to improve them. Uncover and qualify expansion opportunities and work closely with Account Executives to close them. Proactively manage customer health by working with the Customer Success Manager to assess success plan status, product adoption and engagement metrics (NPS, customer experience). Learn and understand new customer‑experience solutions, especially those leveraging AI. Previous experience in the customer experience space ideal. Coordinate with technical teams, both internal and external, to test and provide feedback on beta features, troubleshoot technical challenges (e.g., product, CRM integrations, APIs) and collaborate with Product to implement fixes. Track all engagement and touchpoints, providing continuous, unbiased intelligence on the status of customer health. Work in a hybrid environment: a rich onsite experience with flexibility to work remotely part of the week. The specific in‑office schedule will be determined by the hiring manager. This role must attend the local office a portion of the week. Qualifications Minimum of 3 years of experience in Customer Success or Customer Experience. Experience in customer success roles within enterprise technology/SaaS, including Customer Success Management, Professional Services/Consulting, or Technical Account Management. Track record of learning new technology and translating solutions into business value and outcomes for customers. Experience supporting or driving adoption of AI‑powered solutions in customer‑facing roles (plus). Ability to explain and demonstrate the business value of AI to both technical and non‑technical stakeholders. Strong multi‑tasking and program/project management skills to keep multiple customers progressing against Success Plans. Interpersonal skills with the ability to influence at multiple levels (CXO to Director to Administrator) across customer organizations and cross‑functional Zendesk teams. Bachelor’s degree in Computer Science, Information Sciences & Technology, Engineering, or Business preferred. Experience leveraging leading customer success tools (e.g., Gainsight) as part of daily customer engagement. About Zendesk Zendesk software was built to bring calm to the chaotic world of customer service. We power billions of conversations with beloved brands and are committed to offering our employees a fulfilling and inclusive experience. Equal Opportunity Employer Zendesk is an equal‑opportunity employer. We are proud of our ongoing efforts to foster a diverse and inclusive workplace. All applicants are considered without regard to race, color, religion, national origin, age, gender, sexual orientation, disability, veteran status or any other protected characteristic. 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. #J-18808-Ljbffr