Automation Strategist (Customer Success)

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.

About You

• 5+ years in SaaS (customer success, consulting, solutions, enterprise product or similar process and system strategy roles).
• Use AI in your work today as part of how you operate at a high level, with workflows built, iteration, and impact on quality, efficiency, and experience.
• Strategic, customer-centric problem solver focused on outcomes.
• Thoughts on how modern businesses should operate, inefficiencies, and how automation + AI unlock leverage.
• Operate across audiences from executives to execution teams.
• Connect business goals to product solutions; discover actual needs.
• Communicate automation value in terms of ROI, efficiency, scalability, risk reduction.
• Think in systems, logic, orchestration frameworks.
• Own outcomes, project manage stakeholders internally and externally.
• Exceptional communicator using async vs. live methods, leveraging automation and AI.
• Data guides decisions; interpret usage patterns, collaborate with data science and RevOps.