Automation Strategist, Customer Success

Zapier is recruiting an Automation Strategist for its Customer Success organization. The role supports customers on Zapier's enterprise plan and is open to candidates in the USA and Canada, at IC4 and IC5 levels. Zapier aims to put automation and AI within reach of everyone, and the posting observes that large companies increasingly regard automation as a strategic asset rather than a simple tool.

The Automation Strategist mixes strategic advice, workflow orchestration design and expansion of customer value. The person helps customers define their automation direction, pick and launch high-value use cases, and progress toward AI-enabled change. The posting presents this as a step beyond conventional customer success, with heavier emphasis on consulting, systems thinking and alignment with senior executives.

Each day, the strategist builds relationships that bring out customer goals and priorities, advises on how automation should be governed and how cross-functional programs should be organized, and designs rollouts alongside customer staff, solutions architects and technical account managers. The person records baseline metrics so impact can be quantified, demonstrates return on investment, and pushes for renewals and expansion by deepening how mature customers are with automation.

Candidates should bring five-plus years in software roles such as customer success, advisory, solutions engineering or enterprise product work. The role calls for systems and orchestration thinking, clear communication with audiences from executive sponsors to delivery teams, and use of usage patterns and account signals to steer decisions. Creating playbooks that scale across customers and applying AI routinely in one's own work are also expected.

The strategist shares insights that shape the roadmap, positioning and go-to-market plans, and helps build the methods and materials that define how Zapier approaches automation strategy. The posting also invites applicants to complete a 10-minute AI Fluency Assessment that returns a personal tier and suggested next steps.