Manager, AI Success Strategist, Customer Success

Job Description

Why This Role? Why Now?

Customer experience is transforming through AI-driven innovation. At Zendesk, we don't just embrace this change — we lead it. As the Manager, AI Success Strategists will scale our AI-driven Resolution Platform by building and leading a team of strategists who deliver predictable, measurable AI outcomes for customers. This role blends deep product expertise with people leadership: you'll be both the product authority for your team and the coach who develops their skills to deliver at scale.

Mission

You will manage and grow a high-performing team (6–10 direct reports) that owns end‑to‑end delivery of customers' AI roadmaps. You'll translate product capabilities into clear business strategies, ensure consistent execution across customers, and maintain recurring outcome-driven cadences that secure retention and expansion. Success is measured by customer satisfaction, adoption of automated r...