AI Success Strategist

We need to output HTML fragment with sections: headings using

for sections like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections if posting has real specific content. We must not repeat job title as heading. No Job ID etc. Remove boilerplate. Must preserve all substantive info. We need to parse the job description and extract sections. Let's identify content: - "Why This Role? Why Now?" maybe about the role. Could be "About the role". We'll put under

About the role

with paragraphs. - "Mission" maybe part of responsibilities. - "Overarching Objective For The Role" maybe responsibilities. - "How You’ll Make an Impact" maybe responsibilities. - "Strategic Responsibilities" then bullet list. - "What You’ll Need to Succeed" maybe skills. - "Strategic Skills & Expertise" then bullet list. - "Qualifications" bullet list. - Pay: "The US annualized OTE (On Target Earnings) range for this position is $118,000.00-$178,000.00 with a pay mix of 70/30 (base/commission). This position may also be eligible for bonus, benefits, or related incentives." So we have Pay section. - Benefits: Not explicitly listed besides "bonus, benefits, or related incentives". Not specific benefits. Should we include Benefits section? The rule: never create Benefits sections unless posting actually states them. It mentions "benefits" generically but not specific. Likely we should not create a Benefits section because no specific benefits listed. Could include a short note? But rule says only when posting has real, specific content. So skip Benefits. - Schedule: Not mentioned. So skip. - About the role: we have "Why This Role? Why Now?" and maybe "Mission". We'll combine. - Responsibilities: we have "How You’ll Make an Impact", "Strategic Responsibilities", maybe "Overarching Objective". We'll put under Responsibilities. - Skills: "What You’ll Need to Succeed" and "Strategic Skills & Expertise". Could be Skills. - Qualifications: separate. - Pay: as above. We need to use

• for any list of duties/requirements/benefits. So for responsibilities list, skills list, qualifications list. We need to preserve all substantive info, not invent or summarize away detail. Must not omit details. We need to output only HTML fragment, no /, no markdown fences. Let's extract paragraphs. First, "Why This Role? Why Now?" text: "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 visionary architects of our AI-powered Resolution Platform, AI Success Strategists shape and deliver long-term AI success for our customers. This role transcends technical deployment; it is about owning the strategic AI roadmap, maximizing business impact, and builds executive partnerships from day one so AI initiatives start strong and scale predictably." We'll put that as

  under About the role. Next "Mission": "Mission You will own end-to-end delivery of customers’ AI roadmaps: translating product capabilities into clear business strategies, defining a long-term AI vision, aligning internal and external teams, and driving execution from initial adoption through sustained expansion. Your success is measured by high customer satisfaction, increased automated resolution usage, and improved retention—while orchestrating the right mix of product, services, and partner resources. You will lead structured discovery and success-planning engagements that create measurable playbooks and milestones early in the lifecycle." We can include that as part of About the role or Responsibilities. Probably About the role includes mission. We'll keep under About the role. Next "Overarching Objective For The Role": two bullet-like sentences but not list. We'll treat as paragraph. "Overarching Objective For The Role Accelerate customers’ time‑to‑value by driving adoption and operational excellence for Zendesk AI solutions, ensuring customers realize measurable business impact from initial deployment through scaleOwn customers’ multi‑year AI roadmap and execute cross‑functional delivery—aligning Product, Services, Sales, and Partners to scale safe, sustainable AI programsDeliver quantifiable commercial outcomes—protect renewals, grow account expansion, and translate AI adoption into predictable revenue and retention improvements" Note there is missing space after "scale". We'll keep as is. Next "How You’ll Make an Impact": heading then "Strategic Responsibilities" then bullet list. We'll treat "How You’ll Make an Impact" as intro paragraph maybe. Then list items under Strategic Responsibilities: - Full Ownership of AI Roadmap Delivery: Lead the design, planning, and execution of comprehensive AI adoption and expansion roadmaps for key customers, ensuring alignment to their broader business goals and customer success vision. - Design Authority: Serve as the design authority for customers’ AI deployments — lead solution design reviews, ensure deployments align with the latest best practices and collaborate with Professional Services on integration and configuration guidance. For complex agent implementations, coordinate troubleshooting and technical escalations with Professional Services, Product and Engineering to resolve blockers quickly. - Long-term AI Vision & Business Strategy: Partner with executive stakeholders to co-create and refine a forward-looking AI strategy that anticipates market trends and customer needs. Serve as the primary AI thought leader and trusted advisor throughout the engagement lifecycle. - Internal and External Stakeholder Alignment: Dedicate effort to internal cross-functional collaboration, aligning Product, Professional Services, Sales, Success, and other teams to deliver on the AI roadmap. Serve as the Engagement Lead: Coordinate and sequence activities, identify and escalate risks early, and ensure the right technical, product, and services resources are engaged at the appropriate times. - Sustain Engagement & Mutual AI Roadmap: Maintain recurring outcome-driven cadences and mutual AI Roadmap that define strategic goals, shared initiatives, measurable success, and a roadmap to maximize value and secure renewal. - Channel & Adoption Strategy: Own the channel strategy for AI solution dissemination and adoption, balancing direct customer delivery with channel enablement and partner engagement. - Measure and Drive Impact: Utilize data-driven insights to track AI adoption, resolution metrics, and gross revenue retention improvements. Continuously refine strategies to optimize outcomes and customer satisfaction. We'll put these as

  • . Next "What You’ll Need to Succeed": heading then "Strategic Skills & Expertise" bullet list. We'll treat as Skills section. List items: - Project & Program Management: Proven ability to orchestrate multi-phase technology adoption projects, managing diverse teams and timelines with clarity and agility. - Product and Technical Knowledge: Product expert who assesses customers' use case automation potential and technical readiness (generative AI, integrations, authentication), helps craft user journeys and translates features into value. Liaise with ProdDev teams to remove blockers for adoption, implement fixes and provide feedback on (beta) features. - Business & Strategic Acumen: Demonstrated skill in aligning AI solutions to customer business challenges, driving revenue growth, and influencing executive decision-making. - Consultation & Communication: Strong stakeholder engagement skills—whether customer executives or internal teams—to advance AI adoption and sustain strategic partnerships. - Analytical & Outcome-Focused: Strong analytical capacity to interpret adoption data, develop predictive health scores, forecast retention/expansion, and translate metrics into prioritized action plans. - Forward-Thinking & Pragmatic: Visionary in embracing AI’s potential with a grounded, realistic approach to execution—balancing innovation with practical delivery feasibility. - Responsible AI & Compliance: Confidently advise customers on ethical AI practices, data governance, and compliance considerations — framing use cases within safe, explainable, and policy‑aligned guardrails We'll put as
    • . Next "Qualifications": bullet list. List: - Must have a minimum of 5+ years of related experience in Customer Success / Experience, 1+ years of AI related experience - Previous experience in go-to-customer/GTM roles in enterprise technology / SaaS — either customer success management, professional services/consulting, technical account management, or solutions engineering/pre-sales consulting - Demonstrated experience in using adoption and health analytics to forecast churn and expansion; surface early risk signals and recommended mitigations to secure retention and growth. - Bachelor’s degree in Business, Computer Science, Engineering, or related field; advanced degrees; certifications in AI strategy or project management preferred. - Experience managing AI or software adoption programs with demonstrated impact on business metrics such as retention or satisfaction. - Demonstrated experience designing and executing success plans or roadmaps that drive measurable customer outcomes - Excellent program management and cross-functional influence skills. - Familiarity with emerging AI trends is a plus - Ability to distill complex AI concepts for diverse audiences, especially executive stakeholders. - Great to have AI Domain Expertise: Deep understanding of AI capabilities within Zendesk’s platform, not necessarily hands-on technical, but sufficient to translate product features into business value and strategic initiatives. We'll put as
      • . Pay: we have paragraph. We'll create

        Pay

        with

        containing that sentence. We should not include Benefits or Schedule. Now ensure we don't repeat job title. Not needed. We must not include boilerplate like EEO etc. We removed. Now produce HTML fragment. Structure:

        About the role

        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 visionary architects of our AI-powered Resolution Platform, AI Success Strategists shape and deliver long-term AI success for our customers. This role transcends technical deployment; it is about owning the strategic AI roadmap, maximizing business impact, and builds executive partnerships from day one so AI initiatives start strong and scale predictably.

        Mission You will own end-to-end delivery of customers’ AI roadmaps: translating product capabilities into clear business strategies, defining a long-term AI vision, aligning internal and external teams, and driving execution from initial adoption through sustained expansion. Your success is measured by high customer satisfaction, increased automated resolution usage, and improved retention—while orchestrating the right mix of product, services, and partner resources. You will lead structured discovery and success-planning engagements that create measurable playbooks and milestones early in the lifecycle.

        Overarching Objective For The Role Accelerate customers’ time‑to‑value by driving adoption and operational excellence for Zendesk AI solutions, ensuring customers realize measurable business impact from initial deployment through scaleOwn customers’ multi‑year AI roadmap and execute cross‑functional delivery—aligning Product, Services, Sales, and Partners to scale safe, sustainable AI programsDeliver quantifiable commercial outcomes—protect renewals, grow account expansion, and translate AI adoption into predictable revenue and retention improvements

        Then Responsibilities:

        Responsibilities

        How You’ll Make an Impact

        • Full Ownership of AI Roadmap Delivery: Lead the design, planning, and execution of comprehensive AI adoption and expansion roadmaps for key customers, ensuring alignment to their broader business goals and customer success vision.
        • Design Authority: Serve as the design authority for customers’ AI deployments — lead solution design reviews, ensure deployments align with the latest best practices and collaborate with Professional Services on integration and configuration guidance. For complex agent implementations, coordinate troubleshooting and technical escalations with Professional Services, Product and Engineering to resolve blockers quickly.
        • Long-term AI Vision & Business Strategy: Partner with executive stakeholders to co-create and refine a forward-looking AI strategy that anticipates market trends and customer needs. Serve as the primary AI thought leader and trusted advisor throughout the engagement lifecycle.
        • Internal and External Stakeholder Alignment: Dedicate effort to internal cross-functional collaboration, aligning Product, Professional Services, Sales, Success, and other teams to deliver on the AI roadmap. Serve as the Engagement Lead: Coordinate and sequence activities, identify and escalate risks early, and ensure the right technical, product, and services resources are engaged at the appropriate times.
        • Sustain Engagement & Mutual AI Roadmap: Maintain recurring