Automation Strategist, Customer Success

About the role

Zapier is seeking an Automation Strategist to join our Customer Success organization. This role is for the enterprise plan and combines strategic advisory, orchestration design, and value-focused relationship expansion. The Automation Strategist will help customers shape their automation strategy, identify and deploy high-value use cases, and guide them toward meaningful AI-enabled transformation.

Responsibilities

• Guide customers' automation strategy
• Build deep relationships that uncover goals, challenges, and priorities
• Advise on automation governance, best practices, and cross-functional program structure, process, and design
• Help customers set goals and adopt AI-orchestrated processes across lines of business
• Discover and deploy high-value use cases
• Identify impactful automation opportunities through exec alignment, influencer mapping, and citizen-developer input
• Work with customer stakeholders, SAs, and TAMs to co-design implementation patterns that ensure scalability and long-term success
• Translate business problems into orchestration strategies that deliver measurable value
• Capture the prior state and descriptive metrics that help quantify the impact of the work
• Drive customer outcomes
• Demonstrate ROI and unlock new value paths through expanded automation usage
• Accelerate renewal and expansion by deepening customer maturity and outcomes
• Collaborate across Zapier
• Partner with Sales, Support, Product, and others to deliver a unified customer experience
• Share insights that influence roadmap decisions, positioning, and GTM strategy
• Help scale the methodologies, frameworks, and assets that define automation strategy at Zapier

Requirements

You have 5+ years in SaaS (customer success, consulting, solutions, enterprise product or similar process and system strategy roles), customers see you as a valuable extension of their team, you have thoughts on how modern businesses should operate, including where inefficiencies hide and how automation + AI unlock leverage, you can operate across audiences, from executive sponsors to execution teams running sprint-style projects, you connect business goals to product solutions, you can discover what customers actually need (not just what they say), you communicate automation value in terms of ROI, efficiency, scalability, and risk reduction, you think in systems, logic, and orchestration frameworks, but don't get bogged down in technical details, you own the outcome, project managing stakeholders internally (TAM, product, support) and externally (customer execution teams, Line of Business Leaders) to deliver realized, quantifiable value, you're an exceptional communicator, you communicate strategy and insights with clarity, empathy, and precision, you know when to use async vs. live to balance ideal outcomes and speed, you leverage automation and AI yourself to execute with clarity, speed, and alignment.

Qualifications

You see opportunity in ambiguity and building things that scale, you experiment, learn quickly, and iterate openly, you enjoy creating playbooks as much as running them, you appreciate that each customer is unique, yet you build frameworks that scale across them, you use AI in your work today — not occasionally, but as part of how you operate at a high level, you can point to workflows you've built, how your approach has evolved through iteration, and the impact on quality, efficiency, and experience — while intentionally applying AI for the right outcomes, setting a high bar for outputs, and taking ownership of what ships, you're a strategic, customer-centric problem solver, you're relentlessly focused on the outcome and willing to learn new approaches or challenge the status quo to deliver value for our enterprise customers.

Skills

Data guides your decisions, you interpret usage patterns, account signals, and customer behavior to inform strategy, you collaborate with data science and RevOps to shape MVP → mature data products and workflows, you combine early data signals with strong first principles thinking to make decisions and evaluate progress, you embody our cultural anchors, you lead customer engagements with clarity, dependability, approachable expertise, focusing on delivering meaningful value, internally you exercise good judgement and demonstrate our values of collaboration with purpose, accountability, recognition.

Benefits

We offer competitive compensation packages, comprehensive benefits, and a supportive work environment. Zapier is committed to fostering a diverse and inclusive workplace, and we welcome applications from candidates of all backgrounds.

Pay

The salary range for this role is $80,000 - $120,000 annually, depending on experience and location.

Schedule

This role is remote and flexible, allowing you to work from anywhere in the USA and Canada.