Customer Success Manager (AI Success Architect)

Asana

2d•$116,800 - $148,800

About The Position

The Customer Success Manager (AI Success Architect) owns the post-sales relationship for a portfolio of approximately 50 enterprise accounts. The role serves as a strategic advisor and is accountable for AI adoption, consumption, and commercial outcomes. It diagnoses where AI can change how customers work and guides the organizational change needed to make those changes sustainable. The role may be fully remote depending on the employee’s U.S. state of residence, or based in Asana’s Chicago office on an office-centric hybrid schedule. For Chicago-based employees, standard in-office days are Monday, Tuesday, and Thursday. Most employees may work from home on Wednesdays; Friday remote work depends on the work and partner teams. The role may require travel to customer sites up to 20% of the time. The estimated base salary range is $116,800–$148,800. Compensation may also include equity, sales incentive pay for most sales roles, and benefits. Benefits vary by role, country, and local regulations.

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 with both technical and business stakeholders.
Solid understanding of AI agents, workflow automation principles, and where AI can have substantial versus incremental impact.
Comfort discussing pricing, ROI, and commercial outcomes with senior executives.
Strong change-management and program-management skills across concurrent, long-term initiatives.
Effective communication skills, 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.
Curiosity about AI tools and emerging technologies, and willingness to learn and use them to enhance productivity, collaboration, or decision-making.
Experience with consumption-based commercial models is preferred.

Responsibilities

Serve as the trusted advisor and point of accountability for a portfolio of enterprise accounts throughout the customer lifecycle.
Build joint success plans linking customer 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 integrations built on the Model Context Protocol (MCP).
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-, and 90-day benchmarks, translating usage data into a business story.
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 mitigate risks ahead of renewals.
Partner with Solutions Engineering, Professional Services, and Sales, and share structured customer insights with Product and Customer Success leadership.