• Define and deliver org‑level strategy for ~15–30 people that translates product innovation into market outcomes • Build forecasting, predictive health models and executive reporting that materially improve forecast accuracy, lower portfolio churn • Architect the people, governance and cross‑functional playbooks (including responsible‑AI guardrails) • Scale managers, build clear career frameworks and learning programs • Own hiring, org design, and talent development for the AI Success org (~15–30) • Be the voice of the customer by turning portfolio signals into prioritized product and GTM investments • Own C‑level relationships for strategic customers and represent Zendesk in various events • Build top‑down forecasting and predictive health signals that aggregate trends across portfolios and regions • Set and own team‑level targets for adoption, GRR/NRR, and expansion velocity • Define practical guardrails for safe, explainable, and compliant AI deployments