Vice President, Product, AI Adoption

Job Description

About Zendesk

Zendesk is a leader in AI-driven solutions, empowering businesses to unlock the full potential of artificial intelligence in their workflows. Our mission is to make AI adoption seamless, ensuring that companies can implement, use, and derive measurable value from our cutting-edge products. We work at the intersection of technology, customer success, and product innovation to remove barriers to adoption and accelerate business impact.

We are looking for a VP of AI Adoption to scale the successful rollout and integration of our AI products. This is a unique opportunity to shape how businesses leverage AI at scale, working cross-functionally to ensure our customers can adopt our AI products with minimal human effort.

Job Description

Zendesk is seeking an experienced and strategic leader to spearhead AI adoption and scaling. As VP of AI Adoption, you will lead efforts to ensure our customers seamlessly implement and maximize the value of our AI-driven solutions with the least amount of friction and fastest time to value. You will work at the intersection of Product, Go-to-Market, and Customer Success, bridging the gap between our technology and its real-world adoption.

This role requires deep technical expertise in AI/ML products as well as Professional Services, Pre-Sales or Customer Success. The ideal candidate has experience in B2B SaaS, AI/ML adoption, or enterprise software deployment and has led initiatives to drive product adoption working directly in a PS or CS capacity..

You will be responsible for developing product roadmaps, frameworks, processes, and best practices to accelerate time-to-value, reduce adoption friction, and turn implementation insights into scalable product assets. Working closely with Product, Engineering, Services, and Success teams, you will ensure customers have a smooth and repeatable onboarding experience while providing feedback loops to improve our AI solutions continuously.

Key Responsibilities

• Lead AI adoption strategy, ensuring customers successfully implement, use, and derive value from our AI-powered solutions with minimal human effort

• Collaborate closely with Services, Customer Success, and Product teams to remove bottlenecks and accelerate time-to-value

• Establish repeatable, scalable processes for AI product deployment, turning implementation experiences into productized assets (e.g., templates, automation, playbooks).

• Develop and track adoption metrics, ensuring a data-driven approach to customer onboarding, engagement, and long-term success.

• Work cross-functionally to identify and address friction points in the customer journey, making AI adoption smoother for every new cohort.

• Learn from customer cohorts to build scalable packages (e.g., service automation) to help them in integrating AI into their workflows effectively.

• Provide structured feedback loops to the Product team, ensuring customer insights shape future product enhancements.

• Own and drive key performance indicators (KPIs) related to adoption, retention, and value realization by customers

Qualifications

• Bachelor's degree in Business, Computer Science, or a related field. An MBA is preferred

• Technical acumen: Strong understanding of AI/ML-driven products and enterprise software deployment.

• Product & Go-to-Market experience: Proven track record working across Product, Customer Success, and GTM teams to drive adoption and customer success.

• Professional Services or Customer Success leadership: Experience leading scaling initiatives for AI, SaaS, or enterprise software adoption.

• Data-driven mindset: Ability to measure, track, and optimize adoption metrics systematically.

• Strategic & execution-focused: Can develop high-level adoption strategies while rolling up sleeves to execute operational improvements.

• Strong communicator & influencer: Ability to collaborate across teams and work with senior stakeholders to drive adoption initiatives.

• Experience in AI-driven SaaS, B2B enterprise software, or related fields is preferred.

This role is a rare opportunity to define and scale AI adoption in a high-growth environment, shaping the future of how businesses integrate AI into their operations. If you're passionate about driving impact through AI, we'd love to hear from you.

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.

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.