Principal AI Success Strategist, Customer Success

Overview

As an AI Success Strategist, you own the long-term AI roadmap and drive value for enterprise customers. You translate product capabilities into business strategy, align internal and external teams, and guide adoption from initial use to scale. You’ll build executive partnerships, champion responsible AI, and shape a cross-functional delivery model to maximize retention and expansion. This role blends strategy, governance, and hands-on program management to deliver measurable business impact.

Pay / Benefits

• hybrid work model
• remote work flexibility
• global offices
• inclusive culture
• AA/EEO commitment

Responsibilities

• Own end-to-end delivery of customers’ AI roadmaps, aligning with broader business goals
• Act as design authority for AI deployments, guiding solution design and integration with Professional Services
• Co-create long-term AI strategy with executives and act as a trusted advisor
• Coordinate cross-functional alignment across Product, Services, Sales, and Success
• Lead engagement sequencing, risk escalation, and resource planning
• Maintain recurring, outcome-driven AI roadmaps and renewal-driven initiatives
• Define channel and adoption strategy for AI solutions
• Measure impact using data-driven insights and refine strategies to improve satisfaction and revenue

Key requirements

• 10+ years in Customer Success / Experience
• 2+ years in AI-related roles
• GTM/enterprise technology experience in roles like CS, professional services, or solutions engineering
• Experience forecasting churn and expansion from adoption analytics
• Bachelor’s degree; advanced degrees or AI strategy/project management certifications preferred
• Proven ability to design and execute success plans or roadmaps with measurable outcomes
• Strong program management and cross-functional influence
• Familiarity with emerging AI trends; ability to distill AI concepts for executives

• stakeholder engagement
• communication
• strategic thinking
• generative AI
• integrations
• authentication

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