Job Description

Our Mission: Championing Great Customer Service

At Zendesk, we believe that every human interaction matters. We’re on a mission to simplify the complexity of business and make it easy for companies and customers to create deep, lasting connections. As the world pivots toward an AI-first era, we aren’t just following the trend—we are building the Resolution Platform that defines it. We help organizations turn every customer touchpoint into a meaningful experience through empathy, transparency, and relentless innovation.

The Impact You’ll Make

As an AI Success Strategist, you are the visionary architect of our customers' digital transformation. This is not a traditional support or implementation role; you are the Strategic Engagement Lead responsible for owning the multi-year AI roadmap for our most complex enterprise clients in the APAC region. You will bridge the gap between "technical deployment" and "business transformation," ensuring that AI initiatives don't just start strong—they scale predictably to deliver measurable ROI, Automated Resolution (AR) growth, and Gross Revenue Retention (GRR).

What You’ll Be Doing

• Strategic AI Roadmap Orchestration: Lead the end-to-end delivery of comprehensive AI adoption plans, ensuring alignment with the customer’s C-Suite objectives and long-term CX vision.

• Design Authority & Solutioning: Lead solution design reviews to ensure AI deployments follow best practices; collaborate with Professional Services (PS) on complex integrations and API configurations.

• Cross-Functional Orchestration: Serve as the "connective tissue" between Sales, Professional Services, and Product Development to ensure a seamless GTM execution and a unified customer experience.

• Data-Driven Governance: Utilize adoption analytics and predictive health scores to monitor performance, forecast churn risk, and translate raw data into actionable executive playbooks.

• Thought Leadership: Advise customers on Responsible AI, data governance, and compliance guardrails, positioning Zendesk as a trusted partner in ethical AI implementation.

• Value Realization: Maintain a recurring, outcome-driven cadence with stakeholders to secure renewals by demonstrating quantifiable improvements in CSAT and operational efficiency.

What You Bring to the Role

• The "Consultative Architect" Mindset: You can pivot effortlessly from a high-level business strategy discussion to a deep dive into technical readiness (authentication, integrations, and data privacy).

• Program Management Mastery: Proven ability to manage the Critical Path of multi-phase technology adoptions in high-pressure environments.

• Technical Fluency: You understand the mechanics of Generative AI, Intent Discovery, and Workflow Automation, and can explain "The Why" behind the tech to non-technical audiences.

• Outcome-Obsessed: You thrive on metrics like Deflection Rates, CSAT, and Net Retention, using data to tell a compelling story of success.

• Responsible AI Advocate: You possess a deep understanding of AI Ethics, Data Governance, and Compliance (GDPR/PDPA) to guide customers through safe AI adoption.

Basic Qualifications

• 5+ years of experience in Customer Success, Technical Account Management (TAM), or Management Consulting within the Enterprise SaaS industry.

• 1+ years of direct experience in AI-related projects (e.g., Chatbots, NLP, Machine Learning, or Automation workflows).

• Proven track record in a GTM (Go-To-Market) role, managing large-scale software adoption programs with measurable impact on Churn and Expansion.

• Bachelor’s degree in Business, Computer Science, Engineering, or a related field.

• Strong familiarity with Agile methodologies and project management frameworks.

Preferred Qualifications

• CX Domain Expertise: Deep understanding of the Zendesk platform or similar CX/CRM ecosystems.

• Advanced degrees (MBA or MS) or professional certifications in AI Strategy, PMP, or CSM.

• Experience navigating the Singapore and APAC regulatory landscape regarding data privacy and AI ethics.

• Experience with Product-Led Growth (PLG) strategies and driving expansion through product feature adoption.

#LI-MJ1

Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.

The intelligent heart of customer experience

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.