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Zendesk is hiring an AI Success Strategist to lead the AI-powered Resolution Platform, owning the strategic AI roadmap, building executive partnerships, and ensuring AI initiatives start strong and scale predictably. Responsibilities include end-to-end delivery of customers’ AI roadmaps, translating product capabilities into business strategies, serving as design authority for deployments, coordinating with Professional Services, Product, and Engineering, and maintaining a mutual AI roadmap with measurable goals. The overarching objective is to accelerate customers’ time-to-value by driving adoption and operational excellence, deliver multi-year AI roadmaps that align Product, Services, Sales, and Partners, and produce quantifiable gains in retention and revenue. Qualifications include at least 5+ years in Customer Success/Experience, 1+ year AI experience, enterprise SaaS GTM or equivalent roles, experience using adoption analytics to forecast churn and expansion, a bachelor’s degree (advanced degrees or AI strategy/project management certs preferred), strong program management and cross-functional influence, and familiarity with responsible AI and compliance. Zendesk offers a hybrid work model, emphasizes diversity and inclusion, notes that AI screening may be used for applications per policy, and provides accommodations on request via email; Zendesk is an AA/EEO/Veterans/Disabled employer.

Zendesk is hiring a Service Management Solutions Specialist to champion Service Management across functions like IT, HR, Facilities, Finance, Legal, and Procurement, blending technical depth with sales ownership in a hybrid role. The role involves owning the technical conversation from discovery to close, mapping customer challenges to Zendesk solutions, and delivering tailored demonstrations and proofs-of-concept. Key responsibilities include shaping sales strategy with core teams, conducting in-depth technical discovery, architecting end-to-end Service Management solutions, addressing hard questions, and coaching the regional sales organization. Must-have qualifications include hands-on enterprise Service Management knowledge (incidents, problems, changes, and requests), proven B2B SaaS sales experience, technical credibility, strategic communication, complex deal navigation, collaboration, and willingness to travel. Nice-to-haves include ITIL knowledge, experience with Service Management platforms, familiarity with AI and automation in service use cases, cross-functional service depth, a BA/BS, and a commitment to diversity and Zendesk’s hybrid work model.

Zendesk is seeking a Lead, Product Strategy & Operations to serve as a strategic operating partner to the AI Agents Product leadership, coordinating with cross-functional teams to drive operational excellence, alignment, and data-informed product strategy. This highly cross-functional individual contributor role will connect customer insights, product priorities, and business initiatives into executive-ready recommendations, emphasizing value from existing Product Development programs rather than creating new processes. Responsibilities include delivering an integrated view of AI Agents priorities, dependencies, and strategic decisions; translating customer feedback and data into product planning; and driving alignment across Product Development, Customer Experience, GTM, Data, and other partners while optimizing planning, discovery, launch, and engagement processes and measuring impact. Requirements include several years in Product Strategy & Operations or related strategic roles in B2B SaaS, experience partnering with senior leaders, strong understanding of product development and cross-functional execution, and strong analytical and communication skills; nice-to-haves include AI-powered or SaaS experience and familiarity with frameworks like Jira Plans/PDLC and cross-location collaboration. The role offers the chance to influence one of Zendesk's fastest-growing AI units, work with senior leaders on strategic initiatives, and build a durable Product Strategy and Operations capability, with Zendesk supporting hybrid work and a commitment to diversity, equity, and inclusion, plus AI screening as part of the hiring process.