Define and deliver org‑level strategy for ~15–30 people that translates product innovation into market outcomes
Build forecasting, predictive health models and executive reporting that materially improve forecast accuracy, lower portfolio churn
Architect the people, governance and cross‑functional playbooks (including responsible‑AI guardrails)
Scale managers, build clear career frameworks and learning programs
Own hiring, org design, and talent development for the AI Success org (~15–30)
Be the voice of the customer by turning portfolio signals into prioritized product and GTM investments
Own C‑level relationships for strategic customers and represent Zendesk in various events
Build top‑down forecasting and predictive health signals that aggregate trends across portfolios and regions
Set and own team‑level targets for adoption, GRR/NRR, and expansion velocity
Define practical guardrails for safe, explainable, and compliant AI deployments

12+ years of experience in Customer Success, Professional Services, Technical Account Management, Solutions Consulting, or similar enterprise SaaS roles
3+ years in roles focused on AI adoption or AI products go‑to‑market
5+ years of people leadership with experience managing managers and scaling teams (responsible for ~15–30 people, including manager layers)
Bachelor’s degree in Business, Computer Science, Engineering, or related field; advanced degrees; certifications in AI strategy or project management preferred
Proven experience partnering with senior Product leadership and influencing product roadmaps based on customer outcomes and usage data
Strong record of working with executive stakeholders (customer C‑suite and internal executive leadership) and presenting business-critical forecasts and trend analyses.

Director, AI Success Strategist, Customer Success

Key skills