Automation Strategist (Customer Success)

AI AT ZAPIER At Zapier https://zapier.com/about, we build and use automation every day to make work more efficient, creative, and human. So if you’re using AI tools while applying here - that’s great! We just ask that you use them responsibly and transparently. Check out our guidance on How to Collaborate with AI During Zapier’s Hiring Process https://zapier.com/l/jobs/ai-at-zapier, including how to use AI tools like ChatGPT, Claude, Gemini, or others during our hiring process - and when not to. AI Fluency Assessment https://ai-fluency-hub.vercel.app Take our 10 minute AI Fluency Assessment by clicking the link above. See how your skills stack up against our sales bar, get a personalized tier, and walk away with actionable next steps to level up your AI skills. Job Posted: 03/10/2026 Location: USA & Canada Level: IC3 or IC4 Zapier’s mission is to make automation and AI accessible to everyone. Our enterprise customers are adopting automation as a strategic capability, not just a tool. They need expert partners who can help them orchestrate processes, unlock new use cases, and scale their impact. We’re looking for an Automation Strategist to join our Customer Success organization as the core role working with customers on our enterprise plan. This role blends strategic advisory, orchestration design, and value-focused relationship expansion. As an Automation Strategist, you will help customers shape their automation strategy, identify and deploy high-value use cases, and guide them toward meaningful AI-enabled transformation. This role moves beyond classic Customer Success, focusing on consulting, systems thinking, orchestration, executive alignment and continuous value discovery, rooted in our team’s mission of delivering value through clarity, impact, curiosity, and approachable expertise. About You - You see opportunity in ambiguity and building things that scale - You experiment, learn quickly, and iterate openly, unafraid to make, and revise, bets. - You enjoy creating playbooks as much as running them. - You appreciate that each customer is unique, yet you build frameworks that scale across them. - You use AI in your work today — not occasionally, but as part of how you operate at a high level. You can point to workflows you’ve built, how your approach has evolved through iteration, and the impact on quality, efficiency, and experience — while intentionally applying AI for the right outcomes, setting a high bar for outputs, and taking ownership of what ships. - You’re a strategic, customer-centric problem solver. - You’re relentlessly focused on the outcome and willing to learn new approaches or challenge the status quo to deliver value for our enterprise customers. - With 5+ years in SaaS (customer success, consulting, solutions, enterprise product or similar process and system strategy roles), customers see you as a valuable extension of their team - You have thoughts on how modern businesses should operate, including where inefficiencies hide and how automation + AI unlock leverage. - You can operate across audiences, from executive sponsors to execution teams running sprint-style projects. - You connect business goals to product solutions - You’re skilled at discovering what customers actually need (not just what they say), - You communicate automation value in terms of ROI, efficiency, scalability, and risk reduction - You think in systems, logic, and orchestration frameworks, but don’t get bogged down in technical details. - You own the outcome, project managing stakeholders internally (TAM, product, support) and externally (customer execution teams, Line of Business Leaders) to deliver realized, quantifiable value. - You’re an exceptional communicator - You communicate strategy and insights with clarity, empathy, and precision. - You know when to use async vs. live to balance ideal outcomes and speed, employing Slack, email, workshops, executive briefings, texts, and standups. - You leverage automation and AI yourself to execute with clarity, speed, and alignment.. - Data guides your decisions. - You interpret usage patterns, account signals, and customer behavior to inform strategy. - You collaborate with data science and RevOps to shape MVP → mature data products and workflows. - You combine early data signals with strong first principles thinking to make decisions and evaluate progress. - You embody our cultural anchors - You lead customer engagements with clarity, dependability, approachable expertise, focusing on delivery meaningful value. - Internally you exercise good judgement and demonstrate our values of collaboration with purpose, accountability, recognition. What You’ll Do - Guide Customers’ Automation Strategy - Build deep relationships that uncover goals, challenges, and priorities. - Advise on automation governance, best practices, and cross-functional program structure, process and design. - Help customers set goals and adopt AI-orchestrated processes across lines of business. - Discover and Deploy High-Value Use Cases - Identify impactful automation opportunities through exec alignment, influencer mapping, and citizen-developer input. - Work with customer stakeholders, SAs and TAMs to co-design implementation patterns that ensure scalability and long-term success. - Translate business problems into orchestration strategies that deliver measurable value. - Capture the prior state and descriptive metrics that help you quantify the impact of the work. - Drive Customer Outcomes - Demonstrate ROI and unlock new value paths through expanded automation usage. - Accelerate renewal and expansion by deepening customer maturity and outcomes. - Collaborate Across Zapier - Partner with Sales, Support, Product, and others to deliver a unified customer experience. - Share insights that influence roadmap decisions, positioning and GTM strategy - Build a World-Class Program - Help scale the methodologies, frameworks, and assets that define automation strategy at Zapier. - Do the best work of your life as we build Zapier for Enterprise from a subset of the business to the default choice of enterprises globally How to Apply At Zapier, we believe that diverse perspectives and experiences make us better, which is why we have a non-standard application process designed to promote inclusion and equity. We’re looking for the best fit for each of our roles, regardless of the type of companies in your background, so we encourage you to apply even if your skills and experiences don’t exactly match the job description. All we ask is that you answer a few in-depth questions in our application that would typically be asked at the start of an interview process. This helps speed things up by letting us get to know you and your skillset a bit better right out of the gate. Please be sure to answer each question; the resume and CV fields are optional. Education is not a requirement for our roles; however, if you receive an offer, you will need to include your most recent educational experience as part of our background check process. After you apply, you are going to hear back from us—even if we don’t see an immediate fit with our team. In fact, throughout the process, we strive to never go more than seven days without letting you know the status of your application. We know we’ll make mistakes from time to time, so if you ever have questions about where you stand or about the process, just ask your recruiter! Zapier is an equal-opportunity employer and we’re excited to work with talented and empathetic people of all identities. Zapier does not discriminate based on someone’s identity in any aspect of hiring or employment as required by law and in line with our commitment to Diversity, Inclusion, Belonging and Equity. Our code of conduct https://zapier.com/jobs/zapier-code-of-conduct provides a beacon for the kind of company we strive to be, and we celebrate our differences because those differences are what allow us to make a product that serves a global user base. Zapier will consider all qualified applicants, including those with criminal histories, consistent with applicable laws. Zapier prioritizes the security of our customers’ information and is dedicated to adhering to all applicable data privacy laws. You can review our privacy policy here https://zapier.com/legal/data-privacy. Zapier is committed to inclusion. As part of this commitment, Zapier welcomes applications from individuals with disabilities and will work to provide reasonable accommodations. If reasonable accommodations are needed to participate in the job application or interview process, please contact jobs@zapier.com. #remote #remote APPLICATION DEADLINE: The anticipated application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later, or if the position is filled. Even though we’re an all-remote company, we still need to be thoughtful about where we have Zapiens working. Check out this resource https://docs.google.com/document/d/1VzesvLsgVG2RDRPtGvBF8CbcB9ZA-Hsddg0P2ildBb8/edit for a list of countries where we currently cannot have Zapiens permanently working.