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Zapier is seeking an Automation Strategist to join the Customer Success organization, working with enterprise customers to drive strategic automation and AI adoption. This role blends strategic advisory, orchestration design, and value-focused relationship expansion—moving beyond traditional customer success into consulting, systems thinking, and executive alignment.
You will guide customers' automation strategy by building deep relationships to uncover goals and challenges, advising on automation governance and best practices, and helping them adopt AI-orchestrated processes across lines of business. You'll discover and deploy high-value use cases by identifying impactful automation opportunities through executive alignment and stakeholder mapping, co-designing implementation patterns with customer teams and Zapier Solutions Architects, and translating business problems into orchestration strategies that deliver measurable value.
You will drive customer outcomes by demonstrating ROI, unlocking new value paths through expanded automation usage, and accelerating renewal and expansion by deepening customer maturity. Collaboration is central: you'll partner with Sales, Support, Product, and others to deliver a unified customer experience and share insights that influence roadmap decisions and GTM strategy. You'll also help scale methodologies, frameworks, and assets that define automation strategy at Zapier as the company builds enterprise capabilities.
The ideal candidate sees opportunity in ambiguity and building scalable solutions. You experiment, learn quickly, and iterate openly. You're a strategic, customer-centric problem solver relentlessly focused on outcomes, willing to challenge the status quo to deliver value. You communicate strategy and insights with clarity, empathy, and precision, knowing when to use async vs. live communication. You think in systems, logic, and orchestration frameworks without getting bogged down in technical details. You interpret usage patterns and customer behavior to inform strategy, combining early data signals with first-principles thinking. You embody Zapier's cultural anchors: clarity, dependability, approachable expertise, and meaningful value delivery.
REQUIREMENTS:
- 5+ years in SaaS (customer success, consulting, solutions, enterprise product, or similar process and system strategy roles)
- Demonstrated ability to discover what customers actually need and communicate automation value in terms of ROI, efficiency, scalability, and risk reduction
- Skilled at operating across audiences, from executive sponsors to execution teams
- Proficiency using AI tools in your work today—not occasionally, but as part of how you operate at a high level; ability to point to workflows you've built, how your approach has evolved through iteration, and the impact on quality, efficiency, and experience
- Strong project management skills, owning outcomes and managing stakeholders internally and externally
- Ability to combine data interpretation with strong first-principles thinking to make decisions and evaluate progress
