About this role
Section: Role Overview Zapier’s 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.
Section: What You’ll Do
- Guide Customers’ Automation Strategy, Lead enterprise customers through automation strategy development and governance frameworks.
- Discover and Deploy High-Value Use Cases, Map stakeholders, identify high-value automation opportunities, and design scalable, repeatable implementation patterns.
- Drive Customer Outcomes, Quantify ROI and business impact of automation programs, and coordinate cross-functional customer teams from executives to execution owners.
- Collaborate Across Zapier, Partner internally with Sales, Support, and Product to improve customer outcomes and feed strategic insight into the product roadmap.
Section: 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.
- You’re a strategic, customer-centric problem solver, relentlessly focused on outcomes and willing to challenge the status quo to deliver value.
- You can operate across audiences, from executive sponsors to execution teams running sprint-style projects.
- You think in systems, logic, and orchestration frameworks, but don’t get bogged down in technical details.
Section: Qualifications
- 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.
- Advanced AI proficiency demonstrated through tangible workflow examples and measurable impact on quality and efficiency.
- Ability to connect business goals to product solutions and translate them into orchestration and automation systems.
- Strong executive communication and program management skills, with data-driven decision making.
- Must be located in the USA or Canada.