Customer Success

Description:

Zendesk, a global leader in customer service and customer experience software, is seeking an AI Specialist, Customer Success to drive customer outcomes using Zendesk’s cutting-edge Advanced AI Agents. This role focuses on ensuring that customers realize maximum business value and achieve measurable success through AI adoption within their organizations.

The AI Specialist will collaborate with CXOs, senior leaders, administrators, and product development teams to create strategic success plans, accelerate AI adoption, and enhance customer experience. This role is crucial to Zendesk’s mission to deliver intelligent customer experience solutions globally.

Key Responsibilities:

• Act as a product expert on Zendesk’s Advanced AI Agents and how they integrate into customer service and CRM systems.

• Proactively manage customer health through outcome-driven engagements.

• Partner with Professional Services and Customer Success Managers to accelerate onboarding and time-to-value.

• Create mutual success plans with strategic goals, measurable outcomes, and future project roadmaps.

• Provide prescriptive best practices, expertise, and resources to drive AI adoption.

• Advocate for customers internally by sharing feedback and insights with Product Development teams.

• Engage with customers at all levels—from C-level executives to technical teams—to ensure alignment and satisfaction.

• Support account expansion opportunities and collaborate with Sales teams.

• Participate in beta testing, troubleshoot CRM and API integrations, and provide feedback to improve AI solutions.

• Track customer engagement, product usage, and KPIs while continuously optimizing adoption strategies.

Qualifications & Skills:

• Minimum 3 years of experience in Customer Success, Professional Services, or Technical Account Management (preferably in SaaS or enterprise technology).

• Experience in driving adoption of AI-powered solutions is highly desirable.

• Strong ability to explain business value of AI to both technical and non-technical stakeholders.

• Bachelor’s degree in Computer Science, IT, Engineering, or Business is a plus.

• Proven multitasking, project management, and customer relationship skills.

• Familiarity with customer success tools (e.g., Gainsight) is an advantage.

Working Model:

• Hybrid: Partially remote with on-site presence required weekly (schedule determined by hiring manager).

Company Highlights:

• Zendesk powers billions of customer service conversations worldwide, offering a calm, efficient, and innovative approach to customer experience.

• Inclusive and diverse work culture with equal opportunity employment practices.

• Commitment to supporting applicants with disabilities and providing reasonable accommodations as required.