Senior Implementation Manager Chicago

About the Role

We are looking for a consultant who thrives at the intersection of process design, cross-functional coordination, and customer outcomes. As Asana transitions from Collaborative Work Management (CWM) to AI Workflow Management (AWM), you will lead enterprise customers through that same transformation — helping them define what AI-powered work looks like for their organization, aligning stakeholders around a shared adoption plan, and driving measurable impact across their highest-value workflows.

You will design and lead structured, time-bound engagements — from onboarding through workflow launch — that move customers from seeing Asana as just a work management platform, to a platform where teams and agents execute work together. This requires strong judgment, the ability to operate in ambiguity, and a consistent focus on connecting AI capabilities to business outcomes. You will regularly engage both executive stakeholders and front-line teams, adapting your approach to meet customers where they are and move them forward.

You will lead customers through structured engagements in partnership with Customer Success, Sales, Solutions, and R&D to drive valuable adoption of AI.

Account Setup and Implementation Planning

• Lead a structured onboarding engagement — aligning customer stakeholders on platform setup, workflow priorities, and a shared definition of success, while assessing workflow complexity to identify where AI capabilities will deliver the strongest early impact.
• Document and hand off a clear implementation plan — capturing recommended and prioritized workflows, known risks, and next steps so the activation phase can begin with full context and stakeholder alignment.

AI Activation & Customer Check-Ins

• Lead end-to-end workflow design and build – guiding customers through deep discovery and process mapping, hands-on workflow configuration, and user acceptance testing to deliver production-ready workflows with AI capabilities embedded throughout.
• Coordinate cross-functional delivery across a structured time-bound engagement – aligning workflow owners, IT and business stakeholders, and end users through kickoff, training, and launch while keeping the engagement on track against defined milestones.
• Develop clear documentation and forward-looking deployment plan – capturing what was built, decisions made, and a prioritized roadmap that defines how the customer scales AI usage, including recommendations on what to optimize and where to expand next to continue driving broader adoption.
• Lead recurring check-ins with customers – assessing workflow performance and AI adoption, surfacing pain points, and identifying where additional implementation support can unlock new workflows or use cases - alongside account teams.

Cross-Functional Responsibilities

• Act as the connective tissue between delivery and growth - surface expansion signals during delivery, represent the voice of the customer internally, and partner with the account and R&D teams to translate customer momentum into growth.
• Bring structure and repeatability to the delivery motion – define engagement processes, document decisions, and create repeatable frameworks that scale across a portfolio of customers to drive account momentum and program improvement.

• Customer
  
  Experience:
  
  experience in customer-facing implementation or consulting roles, ideally leading structured onboarding or deployment engagements at a SaaS company or consulting firm. Experience deploying AI-powered workflows or enterprise AI tools is a strong plus.
• AI & Platform Fluency: You have a solid understanding of AI and generative AI technologies — including AI workflow design, agent orchestration, enterprise AI platforms, and data governance. During an implementation, you can assess a customer's existing workflows and identify where AI creates a meaningful redesign of how work gets done — and configure the platform accordingly.
• AI Change Management. You guide customers through the unique hurdles of adopting AI during an implementation – helping teams see how AI changes their day-to-day work for the better. You manage user adoption friction with empathy…