Customer Success Manager (AI Success Architect)

Asana•Chicago, IL

7d•$116,800 - $148,800•Hybrid

About The Position

Asana is hiring a Customer Success Manager (AI Success Architect) to own the post-sales relationship for approximately 50 enterprise accounts. The role serves as a strategic advisor, helping customers identify how AI can change their operations and turn Asana’s AI capabilities into measurable business results. The position is accountable for AI adoption, consumption, and commercial outcomes throughout the customer lifecycle. Based in Asana’s Chicago office, the role follows an office-centric hybrid schedule. Standard in-office days are Monday, Tuesday, and Thursday. Most employees may work from home on Wednesdays; Friday remote-work arrangements depend on the work and partner teams. Travel to customer sites may be required, up to 20%. The Customer Success Manager will connect customer goals to measurable outcomes, diagnose workflows and map them to Asana AI capabilities, and guide customers in establishing the work practices and governance needed to provide AI models with consistent context. The role also leads change management and enablement, tracks adoption and consumption, identifies validated expansion opportunities, monitors account health, and partners with internal teams across Solutions Engineering, Professional Services, Sales, Product, and Customer Success leadership. The estimated base salary range is $116,800–$148,800. Actual salary depends on market and individual qualifications. Compensation may also include equity, sales incentive pay for most sales roles, and benefits. Benefits vary by role, country, and local regulations and may include mental health, wellness and fitness benefits; career coaching and support; inclusive family-building benefits; long-term savings or retirement plans; and in-office culinary options.

Requirements

At least 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 experience managing enterprise relationships across technical and business stakeholders.
Solid understanding of how AI agents function, workflow automation principles, and where AI can provide substantial versus incremental impact.
Comfort discussing pricing, ROI, and commercial outcomes with senior executives, ideally in consumption-based models.
Strong change-management and program-management competency across concurrent, long-term initiatives.
Effective communication skills for audiences ranging 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.
Curiosity about AI tools and emerging technologies, and willingness to learn and use them to enhance productivity, collaboration, or decision-making.

Nice To Haves

Experience with enterprise AI, automation, or workflow platforms, or familiarity with MCP.

Responsibilities

Serve as trusted advisor and point of accountability for a portfolio of enterprise accounts across the customer lifecycle.
Build joint success plans that connect customer strategic goals to measurable results, and lead business reviews focused on outcomes and value.
Diagnose customer workflows and map them to Asana AI capabilities, including AI Studio, AI Teammates, and MCP-based integrations, to replace manual effort and accelerate decision-making.
Assess how customers structure work in Asana and guide them in establishing habits and governance that provide AI models with rich, consistent context.
Lead change-management and enablement programs that build internal champions and support sustained adoption.
Track AI consumption and adoption against baselines and 30/60/90-day benchmarks, translating usage data into a business story.
Identify readiness to expand into new AI use cases, products, or broader deployments; initiate conversations and partner with the account team once opportunities are validated.
Monitor account health, engagement, and sentiment to proactively mitigate risks ahead of renewals.
Partner with Solutions Engineering, Professional Services, and Sales, and share structured customer insights with Product and Customer Success leadership.