Customer Success Manager; AI Success Architect

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.

This role is based in our Chicago office with an office-centric hybrid schedule. The standard in-office days are Monday, Tuesday, and Thursday. Most Asanas have the option to work from home on Wednesdays. Working from home on Fridays depends on the type of work you do and the teams with which you partner. If you're interviewing for this role, your recruiter will share more about the in-office requirements.

• Serve as the trusted advisor and point of accountability for a portfolio of enterprise accounts across the customer lifecycle.

• Build joint success plans that connect strategic customer goals to measurable results, leading business reviews focused on outcomes and value rather than just usage.

• 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.

• Assess how customers structure their work in Asana, guiding them to establish habits and governance that supply AI models with rich, consistent context.

• Lead change management and enablement programs that build internal champions and ensure long-term, sustained adoption.

• Track AI consumption and adoption against clear baselines and 30/60/90-day benchmarks, translating usage data into a compelling business story.

• Identify expansion readiness for new AI use cases, products, or broader deployments, initiating conversations and partnering with the account team once validated.

• Monitor account health, engagement, and sentiment to proactively mitigate risks well ahead of renewals.

• Partner cross-functionally with Solutions Engineering, Professional Services, and Sales, while sharing structured customer insights with Product and Customer Success leadership.

• Demonstrates curiosity about AI tools and emerging technologies, with a willingness to learn and leverage them to enhance productivity, collaboration, or decision-making.

• 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.

• Proven background managing enterprise relationships across both technical and business stakeholders.

• Solid understanding of how AI agents function, workflow automation principles, and where AI provides substantial versus incremental impact.

• Comfort discussing pricing, ROI, and commercial outcomes with senior executives, ideally within consumption-based models.

• Strong competency in change management and program management across concurrent, long-term initiatives.

• Effective communication skills across audiences, from executive presentations to tactical working sessions with operations teams.

• Ability to navigate fast-paced, ambiguous environments with sound judgment.

• Willingness to travel up to 20% to customer sites as needed.

• Experience with enterprise AI, automation, or workflow platforms (or familiarity with MCP) is a plus.

At Asana, we're committed to building teams that include a variety of backgrounds, perspectives, and skills, as this is critical to helping us achieve our mission. If you're interested in this…