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 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. If based in-office: 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. What you’ll achieve • 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. About you • 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 role and don't meet every listed requirement, we still encourage you to apply. What we’ll offer Our comprehensive compensation package plays a big part in how we recognize you for the impact you have on our path to achieving our mission. We believe that compensation should be reflective of the value you create relative to the market value of your role. 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. For this role, the estimated base salary range is between $116,800 - $148,800. The actual base salary will vary based on various factors, including market and individual qualifications objectively assessed during the interview process. The listed range above is a guideline, and the base salary range for this role may be modified. In addition to base salary, your compensation package may include additional components such as equity, sales incentive pay (for most sales roles), and benefits. If you're interviewing for this role, speak with your recruiter to learn more about the total compensation and benefits for this role. We strive to provide equitable and competitive benefits packages that support our employees worldwide and include: • Mental health, wellness & fitness benefits • Career coaching & support • Inclusive family building benefits • Long-term savings or retirement plans • In-office culinary options to cater to your dietary preferences These are just some of the benefits we offer, and benefits may vary based on role, country, and local regulations. If you're interviewing for this role, speak with your recruiter to learn more about the total compensation and benefits for this role. #LI-Hybrid About us Asana is a leading platform for human + AI collaboration. Millions of teams around the world rely on Asana to achieve their most important goals, faster. Asana has been named to Fortune's Best Workplaces for 7+ years and recognized by Fast Company, Forbes, and Gartner for excellence in workplace cul