AI Driven Customer Advocate

The Principal AI Specialist, Customer Success position is a dynamic customer advisory role responsible for achieving business outcomes through the effective utilization of cutting-edge Zendesk AI solutions.

This specialist function and key enabler of customer success relies on AI as the primary driver. To achieve these goals, the mission of the AI Specialist team will be to:

• Drive AI adoption through outcome-driven engagement throughout the customer's journey and by being a product expert using Zendesk's Advanced AI Agents.
• Be the AI specialist partner in Success for the Customer Success organisation, functioning as an internal business partner and driving AI adoption into overall success planning.
• Work closely with Customer Success, Professional Services and ProdDev to ensure customers realise value with AI.

Responsibilities include:

• Proactive customer health management through intentional, outcome-driven customer engagement.
• Collaborating closely with Zendesk customers and colleagues, particularly Customer Success Managers, to accelerate AI adoption and customer value realization.
• Cultivating, strengthening, and accelerating growth of customer relationships.

The role requires delivering a world-class customer experience anchored on achieving business outcomes quickly — Partner with Professional Services by engaging in customer onboarding, defining objectives, project scope, and minimizing time-to-value. Ensure continued engagement after launch.

Additionally, this role must:

• Forge tight relationships with the rest of the account team — including customer success, sales, support and professional services.
• Understand all aspects of customer health and know how to proactively manage it — Work closely with the account's Customer Success Manager to understand overall success plan status, relationship strength, product adoption/usage/currency, level of engagement, NPS and customer experience metrics.
• Learn and understand new software solutions in the customer experience space, particularly those leveraging AI. Previous experience in customer experience ideal.
• Be able to liaise with technical teams, both internally and externally, including testing and providing feedback on beta features, troubleshooting technical challenges and collaborating with Product to implement fixes.
• Track all engagement and touchpoints with accounts and provide continuous intelligence on the status of customer health.

Key Qualifications Include:

• A minimum of 12+ years of related experience in Customer Success / Experience.
• Previous experience in customer success roles in enterprise technology / SaaS — either customer success management, professional services/consulting or technical account management.
• A track record of learning new technology/software solutions and linking them to common customer use cases, product adoption maturity/frameworks, and ultimately business value and outcomes for customers.
• Experience in supporting and driving adoption of AI-powered solutions in customer-facing roles a plus.
• Ability to explain and demonstrate business value of AI to both technical and non-technical stakeholders.
• Proven ability to multi-task and perform program/project management activities to ensure multiple customers are progressing against success plans and outcomes.
• Strong interpersonal skills, influencing at multiple levels (CXO to Director to Administrator) across the customer's organization and across multiple functions within Zendesk.
• Financial acumen and the ability to do foundational quantitative analysis and forecasting.
• Previous experience leveraging leading customer success tools as an integral part of a daily routine engaging with customers.