Customer Success Manager (AI Success Architect)

Asana • Chicago, IL

6d

About The Position

As an AI Success Architect, you will own the post-sales relationship for a portfolio of approximately 50 enterprise accounts and serve as a strategic advisor accountable for AI adoption, consumption, and commercial outcomes. You will help customers identify how AI can change their operations, translate Asana’s AI capabilities into measurable business results, and guide the organizational change needed to sustain those improvements. The role may be fully remote depending on the employee’s US state of residence, or based in Asana’s Chicago office on an office-centric hybrid schedule. For Chicago-based employees, standard office days are Monday, Tuesday, and Thursday; working from home on Wednesdays is generally an option, while Fridays depend on the work and partner teams. Travel to customer sites may be required, up to 20%.

Requirements

• At least 5 years of experience in customer success, strategic account management, or enterprise technology, with a record of driving delivery and adoption for complex, high-value accounts.
• Proven experience managing enterprise relationships with both technical and business stakeholders.
• Understanding of how AI agents function, workflow automation principles, and where AI can deliver substantial versus incremental impact.
• Comfort discussing pricing, ROI, and commercial outcomes with senior executives; experience with consumption-based models is ideal.
• Strong change management and program management skills 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.

Nice To Haves

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

Responsibilities

• Serve as the trusted advisor and accountable point of contact for a portfolio of enterprise accounts throughout the customer lifecycle.
• Build joint success plans linking customer goals to measurable outcomes and lead business reviews focused on value and results.
• Diagnose customer workflows and map them to Asana AI capabilities, including AI Studio, AI Teammates, and integrations built on the Model Context Protocol (MCP).
• Guide customers in structuring their work in Asana and 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-, and 90-day benchmarks, translating usage data into a business case.
• Identify readiness to expand into new AI use cases, products, or broader deployments, and partner with the account team after validating opportunities.
• 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.

Benefits

• Mental health, wellness, and fitness benefits.
• Career coaching and support.
• Inclusive family-building benefits.
• Long-term savings or retirement plans.
• In-office culinary options catering to dietary preferences.
• Compensation package may include equity and, for most sales roles, sales incentive pay.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed