AI Success Strategist driving customer success through AI initiatives at Zendesk. Owning the AI roadmap and delivering measurable business impact for key customers.
About the role
- Customer Success Enablement Manager responsible for designing and optimizing customer journeys with a focus on SaaS solutions. Collaborating with cross-functional teams to enhance customer experiences and outcomes.
Responsibilities
- Design, implement, and continuously improve digital-first customer journeys and feedback channels across onboarding, adoption, value realization, and renewal.
- Develop, monitor and moderate Community Forums
- Build automated lifecycle programs (email, in-product messaging, webinars, content pathways) to serve customers at scale.
- Create self‑service enablement resources that accelerate time-to-value and reduce friction, helping customers achieve outcomes, such as guides, videos, toolkits, and digital onboarding tracks.
- Perform administrative duties across digital platforms for access & identity management, enabling journey orchestration & personalisation across customer journey touchpoints
- Monitor customer health, usage patterns, and behavioural signals to trigger targeted engagement playbooks.
- Use insights and feedback to optimize digital content, refine customer pathways, and identify improvement opportunities.
- Collaborate with analytics & operational teams to interpret trends and measure the impact of digital programs.
- Build strong, trust-based relationships with stakeholders to understand customer goals, success criteria, and challenges.
- Advocate across the eco-system toward value realization, ensuring our solutions deliver measurable business outcomes.
- Partner with Marketing to align lifecycle campaigns and ensure consistency across messaging channels.
- Work with Product and Business Systems to integrate feature adoption campaigns and surface feedback on user behaviour.
- Collaborate with Account Management and Support Services to unify digital and human engagement, ensuring consistency in tone and expectations.
- Promote awareness and adoption of standard support offerings, ensuring employees, customers and partners know where and how to get help.
Requirements
- Proven experience in Customer Success, Account Management, or advisory roles for SaaS or technology businesses.
- Strong understanding of SaaS customer journeys and lifecycle automation.
- Ability to manage complex customer journeys involving multiple stakeholders.
- Focused on execution.
- Influential, with excellent communication and cross-functional coordination skills
- Collaborative. Solution-oriented mindset with experience working across teams.
- Familiarity with CRM, automation platforms, product analytics and reporting tools.
- Comfortable working with data to assess customer health and inform decision-making.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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