Principal Ai Specialist, Customer Success

Principal AI Specialist, Customer Success
Overview
The Principal AI Specialist, Customer Success role is a dynamic customer advisory role responsible for getting customers to business outcomes as fast as possible using Zendesk AI solutions.
The overarching objective is to ensure Zendesk customers realize business value and outcomes from their investment in Zendesk's Advanced AI Agents.
This role works across a customer's organization, from CXO-level down to senior customer experience leaders, administrators running Zendesk solutions as well as ProdDev teams.
AI is the key driver of Zendesk's growth.
Responsibilities
Drive AI adoption through outcome-driven engagement throughout the customer journey and by being a product expert using Zendesk's Advanced AI Agents
Be the AI specialist partner in Success for the Customer Success organization, functioning as an internal business partner and driving AI adoption into overall success planning
Work hand in hand with Customer Success, Professional Services and ProdDev to ensure customers are realizing value with AI
Overarching objectives of the role include the following:
Proactive customer health management through intentional, outcome-driven customer engagement
Collaborating closely with Zendesk customers and colleagues, particularly Zendesk Customer Success Managers, to accelerate AI adoption and customer value realization
Cultivating, strengthening, and accelerating growth of Zendesk customer relationships
To deliver on those three overarching objectives, AI Specialists, Customer Success will:
Be a product expert and develop a comprehensive understanding of how Zendesk's Advanced AI Agents can be used to create value for customer service teams and in Zendesk CRM, and how Zendesk's AI Agents complement and interact with other products in Zendesk's suite.
Deliver a world-class customer experience anchored on getting Zendesk customers to value as quickly as possible — partner with Professional Services by engaging in customer onboarding by helping to define objectives, project scope 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, committing to mutual Success Plans with each customer, outlining strategic goals, mutual initiatives, what measured success looks like, and a roadmap of future projects to drive solution sophistication, maximize value and secure renewal.
Tirelessly advocate for the Zendesk customer across the ecosystem, including bringing prioritized & data-driven customer feedback and insight back into the Zendesk product development team.
Deliver a heightened customer experience through proactive engagement and communication with the customer, both written and verbal.
Provide prescriptive best practices, resources, and expertise and continuously link customer adoption to quantified/qualified customer value & business outcomes.
Develop strong relationships with customer leaders at all levels of an organization – from CIO and business leaders to IT experts, professionals and architects
In addition to core responsibilities above, AI Specialists, Customer Success must also be able to:
Forge tight relationships with the rest of the Zendesk account team — including customer success, sales, support and professional services.
Provide regular internal reporting on automation, product adoption, and account health KPIs, and develop strategies to improve them.
Uncover and qualify expansion opportunities and work closely with Account Executives on closing them.
Understand all aspects of overall customer health and know how to proactively manage health – 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 the customer experience space is ideal.
Be able to liaise with technical teams, both internally and externally, including testing and providing feedback on beta features, troubleshooting technical challenges (product, CRM integrations, APIs) and collaborating with Product to implement fixes.
Track all engagement and touchpoints with accounts and provide continuous, unbiased intelligence on the status of customer's overall health.
Qualifications
Must have 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.
Track record of learning new technology/software solutions and linking software solutions 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 is a plus
Ability to explain and demonstrate the 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, with the ability to influence at multiple levels (e.g., CXO to Director to Administrator) across the customer's organization and across multiple functions (e.g., Sales, Professional Services, Customer Support, Product Management and Engineering) within Zendesk.
Bachelor degree in computer science, information sciences & technology, engineering or business is a plus.
Financial acumen and the ability to do foundational quantitative analysis and forecasting.
Previous experience leveraging leading customer success tools (e.g., Gainsight, etc.) as an integral part of a daily routine engaging with customers.
Working arrangement
Hybrid: This role requires a hybrid work arrangement with part of the time onsite at a local office and part remote.
The specific in-office schedule is determined by the hiring manager.
Company message
The Intelligent Heart Of Customer Experience — Zendesk software powers billions of conversations with brands you know and love.
Zendesk is an equal opportunity employer.
We are proud of our ongoing efforts to foster global diversity, equity, and inclusion in the workplace.
We do not discriminate on race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law.
This is an AA/EEO/Veterans/Disabled employer.
If you are based in the United States and would like more information about your EEO rights under the law, please click here.
Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans.
If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or participate in the employee selection process, please email ****** with your accommodation request.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Other
Industries
Software Development
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