Zendesk, Inc. seeks a Regional Vice President of Sales Engineering to lead a world class SE team in the UK. You will partner with regional sales leadership to drive enterprise expansion, improve win rates, and articulate AI-powered CX value to C suite executives in large accounts. This role demands a strong technical heavyweight, proven people leadership, and a talent for public speaking at industry events and executive briefings.
Aug 27, 2026
Full time
Zendesk, Inc. seeks a Regional Vice President of Sales Engineering to lead a world class SE team in the UK. You will partner with regional sales leadership to drive enterprise expansion, improve win rates, and articulate AI-powered CX value to C suite executives in large accounts. This role demands a strong technical heavyweight, proven people leadership, and a talent for public speaking at industry events and executive briefings.
Job Description Zendesk is looking for a visionary, highly technical, and dynamic Regional Vice President of Sales Engineering to lead, scale, and inspire our world-class team of Sales Engineers. Zendesk has evolved far beyond traditional ITSM and help desk ticketing; we are the world's leading AI-powered Customer Experience (CX) platform. In this role, you will bridge the gap between cutting-edge AI capabilities and enterprise business value. As a key partner to regional sales leadership, you will drive our expansion into net-new enterprise markets, optimize technical win rates, and ensure our customers accelerate their time-to-value. You must be a technical heavyweight, an inspiring leader of leaders, and a compelling public speaker capable of evangelizing the future of AI-driven CX to C-suite executives. What You'll Be Doing: Strategic Market Expansion: Partner with Regional VPs of Sales to penetrate new enterprise markets and verticals. Architect the pre sales blueprint required to land complex, large scale enterprise accounts. Drive Technical Win & Adoption Rates: Establish rigorous pre sales frameworks, proof of concept (PoC) and pilot standards, and custom demo strategies that directly improve technical win rates and lay the foundation for rapid post sale user adoption. Team Development & Leadership: Attract, hire, and retain top tier pre sales talent. Cultivate a high performance culture focused on technical excellence and consultative value selling. Mentor front line SE managers to become impactful leaders. AI & CX Thought Leadership: Serve as a primary technical evangelist for the region. Deliver compelling keynotes at industry events, lead executive briefings, and command authority during large scale enterprise pitches by articulating Zendesk's advanced AI and platform capabilities. Cross Functional Collaboration: Act as a critical feedback loop between the field, Product, and Engineering teams to ensure our AI CX roadmap continues to solve the most pressing challenges of the world's largest enterprises. Qualifications & Requirements Education: Bachelor's degree in Computer Science, Computer Engineering, or an equivalent technical field is required. An advanced degree or MBA is a plus. Management Experience: 8 years of experience managing pre sales/sales engineering teams, with at least 3 years of experience managing people managers (leading a multi tiered organization) within a fast growing, enterprise SaaS environment. CX Domain Expertise: Deep familiarity with the broader Customer Experience (CX) ecosystem, including CRM, contact center technology (CCaaS), workforce engagement management (WEM), and digital engagement channels. Advanced Technical Acumen: Strong understanding of enterprise architecture, cloud infrastructure (AWS), data privacy/security compliance, complex integrations (REST APIs, webhooks), and a strong foundational grasp of Generative AI, Large Language Models (LLMs), and machine learning applications in CX. Public Speaking & Executive Presence: Documented history of public speaking, presenting at major industry conferences, or facilitating high stakes C suite workshops. Exceptional ability to translate dense technical concepts into business outcomes. Commercial Mindset: Proven track record of successfully partnering with enterprise sales teams to capture market share, increase Average Contract Value (ACV), and accelerate sales velocity. Why Join Zendesk? At Zendesk, we are entirely focused on liberating companies from legacy, fragmented systems by providing an intelligent, unified AI CX platform. As an RVP of Sales Engineering, you will have the autonomy to shape our go to market technical strategy, lead an elite team of engineers, and directly influence how the world's biggest brands design their customer experiences. 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 on a mission to simplify the complexity of business and make it easy for companies and customers to create connections. Our customer experience software unlocks the power of billions of interactions, enabling businesses to build rich, meaningful relationships with their customers. 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 with your specific accommodation request. What's it like to work here? Our offices reflect the global cities we call home, and have spaces for collaboration, quiet, and events. With our hybrid approach, you'll experience flexibility and connection, collaboration, and learning with your team. We're aware of an increase in recruitment scams where individuals falsely claim to represent Zendesk. These scammers may ask for money or personal information by offering fake job opportunities through e mail, text message or social media. Please verify the source of any job related communications carefully. All official Zendesk communications are conducted through email addresses. If you encounter suspicious messages, do not respond and report them to .
Aug 27, 2026
Full time
Job Description Zendesk is looking for a visionary, highly technical, and dynamic Regional Vice President of Sales Engineering to lead, scale, and inspire our world-class team of Sales Engineers. Zendesk has evolved far beyond traditional ITSM and help desk ticketing; we are the world's leading AI-powered Customer Experience (CX) platform. In this role, you will bridge the gap between cutting-edge AI capabilities and enterprise business value. As a key partner to regional sales leadership, you will drive our expansion into net-new enterprise markets, optimize technical win rates, and ensure our customers accelerate their time-to-value. You must be a technical heavyweight, an inspiring leader of leaders, and a compelling public speaker capable of evangelizing the future of AI-driven CX to C-suite executives. What You'll Be Doing: Strategic Market Expansion: Partner with Regional VPs of Sales to penetrate new enterprise markets and verticals. Architect the pre sales blueprint required to land complex, large scale enterprise accounts. Drive Technical Win & Adoption Rates: Establish rigorous pre sales frameworks, proof of concept (PoC) and pilot standards, and custom demo strategies that directly improve technical win rates and lay the foundation for rapid post sale user adoption. Team Development & Leadership: Attract, hire, and retain top tier pre sales talent. Cultivate a high performance culture focused on technical excellence and consultative value selling. Mentor front line SE managers to become impactful leaders. AI & CX Thought Leadership: Serve as a primary technical evangelist for the region. Deliver compelling keynotes at industry events, lead executive briefings, and command authority during large scale enterprise pitches by articulating Zendesk's advanced AI and platform capabilities. Cross Functional Collaboration: Act as a critical feedback loop between the field, Product, and Engineering teams to ensure our AI CX roadmap continues to solve the most pressing challenges of the world's largest enterprises. Qualifications & Requirements Education: Bachelor's degree in Computer Science, Computer Engineering, or an equivalent technical field is required. An advanced degree or MBA is a plus. Management Experience: 8 years of experience managing pre sales/sales engineering teams, with at least 3 years of experience managing people managers (leading a multi tiered organization) within a fast growing, enterprise SaaS environment. CX Domain Expertise: Deep familiarity with the broader Customer Experience (CX) ecosystem, including CRM, contact center technology (CCaaS), workforce engagement management (WEM), and digital engagement channels. Advanced Technical Acumen: Strong understanding of enterprise architecture, cloud infrastructure (AWS), data privacy/security compliance, complex integrations (REST APIs, webhooks), and a strong foundational grasp of Generative AI, Large Language Models (LLMs), and machine learning applications in CX. Public Speaking & Executive Presence: Documented history of public speaking, presenting at major industry conferences, or facilitating high stakes C suite workshops. Exceptional ability to translate dense technical concepts into business outcomes. Commercial Mindset: Proven track record of successfully partnering with enterprise sales teams to capture market share, increase Average Contract Value (ACV), and accelerate sales velocity. Why Join Zendesk? At Zendesk, we are entirely focused on liberating companies from legacy, fragmented systems by providing an intelligent, unified AI CX platform. As an RVP of Sales Engineering, you will have the autonomy to shape our go to market technical strategy, lead an elite team of engineers, and directly influence how the world's biggest brands design their customer experiences. 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 on a mission to simplify the complexity of business and make it easy for companies and customers to create connections. Our customer experience software unlocks the power of billions of interactions, enabling businesses to build rich, meaningful relationships with their customers. 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 with your specific accommodation request. What's it like to work here? Our offices reflect the global cities we call home, and have spaces for collaboration, quiet, and events. With our hybrid approach, you'll experience flexibility and connection, collaboration, and learning with your team. We're aware of an increase in recruitment scams where individuals falsely claim to represent Zendesk. These scammers may ask for money or personal information by offering fake job opportunities through e mail, text message or social media. Please verify the source of any job related communications carefully. All official Zendesk communications are conducted through email addresses. If you encounter suspicious messages, do not respond and report them to .
Senior Sales EngineerApplyremote type: Hybridlocations: London, United Kingdom: Dublin, Irelandtime type: Full timeposted on: Posted Todayjob requisition id: R34154 Job Description At Zendesk, we're revolutionising what's possible in Customer Experience (CX) and Employee Services (ES). Our rapid innovation and Agentic AI leadership have earned the trust of thousands of forward-thinking businesses. We are seeking a Senior Sales Engineer (SE) to act as the primary technical partner for our enterprise and commercial accounts. This role is built for technical consultants and builders who love mapping complex business challenges to modern, AI-powered software solutions. Sitting at the intersection of technical discovery, solution design and hands-on system configuration, you will be responsible for proving the value of Zendesk's platform, autonomous agents, and integration capabilities to technical evaluators and business leaders alike. What You'll Be Doing: Manage Technical Deal Cycles: Lead the technical validation phase of the sales cycle, answering detailed RFPs, designing compelling solutions, building out standard integration topologies, and ensuring compliance with enterprise security and data privacy standards. Execute Technical Discovery & POCs: Conduct thorough technical discovery sessions with customer IT and business teams. Own the creation of impactful Proofs of Concept (POCs) and custom demonstrations that de-risk the technical buying decision. Configure Agentic AI Workflows: Build and showcase tailored, agentic AI-driven workflows, utilising prompt engineering and Zendesk's AI features to solve real-world customer pain points. Deploy Reusable Tools: Utilise and adapt existing technical accelerators, API templates, and middleware components to quickly deliver complex architectures for prospects. Advocate for the Field: Collect real-world product feedback and feature requests from customer engagements, partnering with internal teams to flag product gaps and help shape future platform enhancements. What You Bring (Required Qualifications): First and foremost, we are looking for a growth mindset. We value professional agility and seek individuals who actively pursue continuous learning, embrace constructive feedback, and adapt to evolving business needs. Even if you don't check every single box below, we encourage you to apply!" Experience: 4-6 years of hands-on experience in technical presales, solution engineering, technical consulting, or an application developer role. Technical Fluency: Proficient with modern web technologies (e.g., JavaScript, Python, Node.js), HTML/CSS, REST APIs, and utilising webhooks. AI Expertise: Practical understanding of AI applications, including utilising LLM-powered features, prompt engineering , and automated workflows. Domain Knowledge: Strong understanding of SaaS ecosystems, CX or ES domains, contact center tech (telephony, CRM), or IT support ticketing workflows. Travel Commitment: Ability and willingness to travel up to 30% annually for on-site customer discovery and presentation sessions. Education: Bachelor's degree in Computer Science, Business Analytics, Information Systems, or a related technical discipline. Preferred Qualifications: To support our strategic roadmap, we would value hands-on knowledge of cloud data stacks (eg Snowflake, Databricks, BigQuery, AWS/Azure/GCP data services) and enterprise BI software (e.g., Power BI, Tableau, Looker), and the relevant application of modern AI frameworks, LLM integration, data science processes. Ideally some vertical industry experience, especially in Financial Services, Retail, Travel, Transport & Leisure or Public Sector Active engagement in the technical or developer community (e.g., open-source contributions, technical blogging, or community mentorship). Proven track record of designing reusable implementation guides, integration playbooks, or localization toolkits for global delivery partners and systems integrators. Experience flattening complex technical narratives into high-impact presentations tailored for executive, economic buyers and C-level stakeholders. Who You Are: Customer obsessed: You are dedicated to understanding customer needs and crafting solutions that deliver real value and delight. A Builder First: You enjoy writing code, configuring complex systems, and prototyping modern software solutions. Strategically Minded: You naturally tie advanced technical mechanisms directly to strategic business metrics, ROI, and organizational transformation. Resilient & Collaborative: You thrive in dynamic environments, working cross-functionally across global teams to drive success. 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 with your specific accommodation request.
Jul 31, 2026
Full time
Senior Sales EngineerApplyremote type: Hybridlocations: London, United Kingdom: Dublin, Irelandtime type: Full timeposted on: Posted Todayjob requisition id: R34154 Job Description At Zendesk, we're revolutionising what's possible in Customer Experience (CX) and Employee Services (ES). Our rapid innovation and Agentic AI leadership have earned the trust of thousands of forward-thinking businesses. We are seeking a Senior Sales Engineer (SE) to act as the primary technical partner for our enterprise and commercial accounts. This role is built for technical consultants and builders who love mapping complex business challenges to modern, AI-powered software solutions. Sitting at the intersection of technical discovery, solution design and hands-on system configuration, you will be responsible for proving the value of Zendesk's platform, autonomous agents, and integration capabilities to technical evaluators and business leaders alike. What You'll Be Doing: Manage Technical Deal Cycles: Lead the technical validation phase of the sales cycle, answering detailed RFPs, designing compelling solutions, building out standard integration topologies, and ensuring compliance with enterprise security and data privacy standards. Execute Technical Discovery & POCs: Conduct thorough technical discovery sessions with customer IT and business teams. Own the creation of impactful Proofs of Concept (POCs) and custom demonstrations that de-risk the technical buying decision. Configure Agentic AI Workflows: Build and showcase tailored, agentic AI-driven workflows, utilising prompt engineering and Zendesk's AI features to solve real-world customer pain points. Deploy Reusable Tools: Utilise and adapt existing technical accelerators, API templates, and middleware components to quickly deliver complex architectures for prospects. Advocate for the Field: Collect real-world product feedback and feature requests from customer engagements, partnering with internal teams to flag product gaps and help shape future platform enhancements. What You Bring (Required Qualifications): First and foremost, we are looking for a growth mindset. We value professional agility and seek individuals who actively pursue continuous learning, embrace constructive feedback, and adapt to evolving business needs. Even if you don't check every single box below, we encourage you to apply!" Experience: 4-6 years of hands-on experience in technical presales, solution engineering, technical consulting, or an application developer role. Technical Fluency: Proficient with modern web technologies (e.g., JavaScript, Python, Node.js), HTML/CSS, REST APIs, and utilising webhooks. AI Expertise: Practical understanding of AI applications, including utilising LLM-powered features, prompt engineering , and automated workflows. Domain Knowledge: Strong understanding of SaaS ecosystems, CX or ES domains, contact center tech (telephony, CRM), or IT support ticketing workflows. Travel Commitment: Ability and willingness to travel up to 30% annually for on-site customer discovery and presentation sessions. Education: Bachelor's degree in Computer Science, Business Analytics, Information Systems, or a related technical discipline. Preferred Qualifications: To support our strategic roadmap, we would value hands-on knowledge of cloud data stacks (eg Snowflake, Databricks, BigQuery, AWS/Azure/GCP data services) and enterprise BI software (e.g., Power BI, Tableau, Looker), and the relevant application of modern AI frameworks, LLM integration, data science processes. Ideally some vertical industry experience, especially in Financial Services, Retail, Travel, Transport & Leisure or Public Sector Active engagement in the technical or developer community (e.g., open-source contributions, technical blogging, or community mentorship). Proven track record of designing reusable implementation guides, integration playbooks, or localization toolkits for global delivery partners and systems integrators. Experience flattening complex technical narratives into high-impact presentations tailored for executive, economic buyers and C-level stakeholders. Who You Are: Customer obsessed: You are dedicated to understanding customer needs and crafting solutions that deliver real value and delight. A Builder First: You enjoy writing code, configuring complex systems, and prototyping modern software solutions. Strategically Minded: You naturally tie advanced technical mechanisms directly to strategic business metrics, ROI, and organizational transformation. Resilient & Collaborative: You thrive in dynamic environments, working cross-functionally across global teams to drive success. 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 with your specific accommodation request.
Zendesk, Inc. is seeking a Senior Sales Engineer to be the primary technical partner for enterprise and commercial accounts. You will map complex business challenges to AI-powered solutions, lead technical discovery, and demonstrate Zendesk's capabilities through POCs and tailored demonstrations. You'll configure agentic AI workflows, leverage API templates, and advocate for field feedback to shape the product roadmap while traveling up to 30% for on-site sessions.
Jul 31, 2026
Full time
Zendesk, Inc. is seeking a Senior Sales Engineer to be the primary technical partner for enterprise and commercial accounts. You will map complex business challenges to AI-powered solutions, lead technical discovery, and demonstrate Zendesk's capabilities through POCs and tailored demonstrations. You'll configure agentic AI workflows, leverage API templates, and advocate for field feedback to shape the product roadmap while traveling up to 30% for on-site sessions.
Principal AI Success Strategist, Customer SuccessApplyremote type: In Officelocations: London, United Kingdomtime type: Full timeposted on: Posted Todayjob requisition id: R35257 Job Description 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 scale Own customers' multi year AI roadmap and execute cross functional delivery-aligning Product, Services, Sales, and Partners to scale safe, sustainable AI programs Deliver quantifiable commercial outcomes -protect renewals, grow account expansion, and translate AI adoption into predictable revenue and retention improvements How You'll Make an Impact 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. 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. What You'll Need to Succeed Strategic Skills & Expertise 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. Qualifications Must have a minimum of 10+ years of related experience in Customer Success / Experience, 2+ 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. 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 with your specific accommodation request.
Jul 31, 2026
Full time
Principal AI Success Strategist, Customer SuccessApplyremote type: In Officelocations: London, United Kingdomtime type: Full timeposted on: Posted Todayjob requisition id: R35257 Job Description 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 scale Own customers' multi year AI roadmap and execute cross functional delivery-aligning Product, Services, Sales, and Partners to scale safe, sustainable AI programs Deliver quantifiable commercial outcomes -protect renewals, grow account expansion, and translate AI adoption into predictable revenue and retention improvements How You'll Make an Impact 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. 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. What You'll Need to Succeed Strategic Skills & Expertise 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. Qualifications Must have a minimum of 10+ years of related experience in Customer Success / Experience, 2+ 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. 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 with your specific accommodation request.