Customer Success Manager (AI Success Architect)

<p data-path-to-node="4">Customers are no longer asking whether AI works—they’re asking what it will change about how they operate. As an AI Success Architect, you’ll help enterprise customers answer that question and turn Asana’s AI capabilities into measurable business results. You’ll own the post-sales relationship for a portfolio of ~50 enterprise accounts, acting as a strategic advisor with accountability for AI adoption, consumption, and commercial outcomes. In this advisory role, you’ll diagnose where AI changes how work gets done and guide the organizational change that makes it stick.</p> <p id="p-rc_bc266c9ac2fb30b0-20" data-path-to-node="5"><span data-path-to-node="5,0">This role can either be fully remote depending on which US state you live in, or based in our Chicago office with an office-centric hybrid schedule</span><span data-path-to-node="5,1"><sup class="superscript"></sup></span><span data-path-to-node="5,2"><span class="citation-55 citation-end-55">. If based in-office: The standard in-office days are Monday, Tuesday, and Thursday<sup class="superscript" data-turn-source-index="1"></sup></span></span><span data-path-to-node="5,3"><sup class="superscript"></sup></span><span data-path-to-node="5,4"><span class="citation-54 citation-end-54">. Most Asanas have the option to work from home on Wednesdays<sup class="superscript" data-turn-source-index="2"></sup></span></span><span data-path-to-node="5,5"><sup class="superscript"></sup></span><span data-path-to-node="5,6"><span class="citation-53 citation-end-53">. Working from home on Fridays depends on the type<sup class="superscript" data-turn-source-index="3"></sup></span> of work you do and the teams with which you partner</span><span data-path-to-node="5,7"><sup class="superscript"></sup></span><span data-path-to-node="5,8">. If you're interviewing for this role, your recruiter will share more about the in-office requirements</span><span data-path-to-node="5,9"><sup class="superscript"></sup></span><span data-path-to-node="5,10">.</span></p> <p id="p-rc_bc266c9ac2fb30b0-21" data-path-to-node="6"><span data-path-to-node="6,0"><strong data-path-to-node="6,0" data-index-in-node="0">What you’ll achieve</strong></span></p> <ul data-path-to-node="7"> <li> <p data-path-to-node="7,0,0">Serve as the trusted advisor and point of accountability for a portfolio of enterprise accounts across the customer lifecycle.</p> </li> <li> <p data-path-to-node="7,1,0">Build joint success plans that connect strategic customer goals to measurable results, leading business reviews focused on outcomes and value rather than just usage.</p> </li> <li> <p data-path-to-node="7,2,0">Diagnose customer workflows and map them to Asana’s AI capabilities (AI Studio, AI Teammates, and integrations built on the Model Context Protocol, or MCP) to replace manual effort and accelerate decision-making.</p> </li> <li> <p data-path-to-node="7,3,0">Assess how customers structure their work in Asana, guiding them to establish habits and governance that supply AI models with rich, consistent context.</p> </li> <li> <p data-path-to-node="7,4,0">Lead change management and enablement programs that build internal champions and ensure long-term, sustained adoption.</p> </li> <li> <p data-path-to-node="7,5,0">Track AI consumption and adoption against clear baselines and 30/60/90-day benchmarks, translating usage data into a compelling business story.</p> </li> <li> <p data-path-to-node="7,6,0">Identify expansion readiness for new AI use cases, products, or broader deployments, initiating conversations and partnering with the account team once validated.</p> </li> <li> <p data-path-to-node="7,7,0">Monitor account health, engagement, and sentiment to proactively mitigate risks well ahead of renewals.</p> </li> <li> <p data-path-to-node="7,8,0">Partner cross-functionally with Solutions Engineering, Professional Services, and Sales, while sharing structured customer insights with Product and Customer Success leadership.</p> </li> </ul> <p id="p-rc_bc266c9ac2fb30b0-22" data-path-to-node="8"><span data-path-to-node="8,0"><strong data-path-to-node="8,0" data-index-in-node="0">About you</strong></span></p> <ul data-path-to-node="9"> <li> <p id="p-rc_bc266c9ac2fb30b0-23" data-path-to-node="9,0,0"><span data-path-to-node="9,0,0,0">Demonstrates curiosity about AI tools and emerging technologies, with a willingness to learn and leverage them to enhance productivity, collaboration, or decision-making.</span></p> </li> <li> <p data-path-to-node="9,1,0">5+ years of experience in customer success, strategic account management, or enterprise technology, with a track record of driving delivery and adoption for complex, high-value accounts.</p> </li> <li> <p data-path-to-node="9,2,0">Proven background managing enterprise relationships across both technical and business stakeholders.</p> </li> <li> <p data-path-to-node="9,3,0">Solid understanding of how AI agents function, workflow automation principles, and where AI provides substantial versus incremental impact.</p> </li> <li> <p data-path-to-node="9,4,0">Comfort discussing pricing, ROI, and commercial outcomes with senior executives, ideally within consumption-based models.</p> </li> <li> <p data-path-to-node="9,5,0">Strong competency in change management and program management across concurrent, long-term initiatives.</p> </li> <li> <p data-path-to-node="9,6,0">Effective communication skills across audiences, from executive presentations to tactical working sessions with operations teams.</p> </li> <li> <p data-path-to-node="9,7,0">Ability to navigate fast-paced, ambiguous environments with sound judgment.</p> </li> <li> <p data-path-to-node="9,8,0">Willingness to travel up to 20% to customer sites as needed.</p> </li> <li> <p id="p-rc_bc266c9ac2fb30b0-46" data-path-to-node="9,9,0">Expe<span class="citation-51 citation-52 citation-end-52">rience with enterprise AI, automation, or workflow platforms (or familiarity with MCP) is a plus.</span></p> </li> </ul> <p id="p-rc_bc266c9ac2fb30b0-24" data-path-to-node="10"><span data-path-to-node="10,0"><span class="citation-49 citation-50 citation-end-50">At Asana, we're committed to building teams that include a variety of backgrounds, perspectives, and skills, as this is critical to helping </span><span class="citation-49 citation-end-49">us achieve our mission. If</span> you're interested in this role and don't meet every listed <span class="citation-47 citation-48 citation-end-48">requirement, we still encourage you to apply.</span></span></p> <p id="p-rc_bc266c9ac2fb30b0-25" data-path-to-node="11"><span data-path-to-node="11,0"><strong data-path-to-node="11,0" data-index-in-node="0"><span class="citation-45 citation-46 citation-end-46">What we’ll offer</span></strong></span></p> <p id="p-rc_339b5158cfb28a7b-36" data-path-to-node="13"><span data-path-to-node="13,0"><span class="citation-12249 citation-12250 citation-12251 citation-end-12251">Our comprehens</span><span class="citation-12249 citation-12250 citation-end-12250">ive compensation package plays a big part in how we recognize you for the impact you have on our path to achieving our mission</span></span><span data-path-to-node="13,2"><span class="citation-12247 citation-12248 citation-end-12248">. We bel</span><span class="citation-12247 citation-end-12247">ieve that compensation</span> should be reflective of the value you create relative to the market value<span class="citation-12246 citation-end-12246"> of your role</span></span><span data-path-to-node="13,4"><span class="citation-12245 citation-end-12245">. To ensure pay is fair and not impacted by biases, we're committed to looking at market value which is why we check ourselves and conduct a yearly pay equity audit</span></span><span data-path-to-node="13,6"><span class="citation-12244 citation-end-12244">.</span></span></p> <p id="p-rc_339b5158cfb28a7b-37" data-path-to-node="14"><span data-path-