Customer Success Manager (AI Success Architect)

Asana; United States; Remote; USD 120,000 - 180,000; Full time

Job summary

Asana, a leading work management platform in the United States, is seeking an experienced Senior Customer Success Manager to oversee a portfolio of enterprise accounts. You’ll drive value realization across the customer lifecycle by connecting strategic goals to measurable outcomes and leading cross-functional programs.

You’ll diagnose customer workflows, map them to AI capabilities, and guide change management efforts to ensure sustained adoption and expansion. Travel up to 20% may be required.

Qualifications

• 5+ years in customer success or enterprise account management.
• Experience driving adoption for high-value accounts.
• Proven ability to work with executives across technical and business teams.
• Familiarity with AI tools, workflows, and ROI discussions.

Responsibilities

• Serve as the trusted advisor for enterprise accounts across the customer lifecycle.
• Build success plans aligning customer goals with measurable outcomes.
• Diagnose workflows and map to AI capabilities to accelerate decisions.
• Lead change management and enablement for sustained adoption.
• Track AI usage and translate data into business insights.
• Identify expansion opportunities and collaborate with sales.
• Monitor account health and mitigate risks ahead of renewals.
• Partner with Solutions Engineering, Professional Services, and Sales.

Skills

Customer success

Strategic account management

Enterprise software

Executive communication

Cross-functional collaboration

Tools

MCP

Job description

Customers are no longer asking whether AI works - they're asking what it will change about how they operate.

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 the company'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 the company, 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 the company, 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.