Senior Implementation Manager

Jackalope Digital LLC; Chicago, Northern (IL, KY); Hybrid; USD 120,000 - 180,000; Full time

Benefits offered by this job

Mental health benefits

Career coaching

Inclusive family benefits

Long-term retirement plans

In-office culinary options

Job summary

Asana is transforming from CWM to AI Workflow Management (AWM). This role leads enterprise customers through AI-enabled adoption, aligning stakeholders to a shared plan and driving measurable impact across high-value workflows.

You will design structured, time-bound engagements, moving customers from generic work management to AI-enabled collaboration, with executive and frontline involvement throughout the process.

Qualifications

• Experience in customer-facing implementation or consulting roles at SaaS or consulting firms.
• Knowledge of AI/workflow design, agent orchestration, and data governance helps design AI-powered solutions.
• Ability to guide customers through onboarding, deployment, and adoption of AI-enabled workflows.

Responsibilities

• Lead enterprise customers through structured engagements with Success, Sales, Solutions, and R&D.
• Design and build end-to-end AI-powered workflows aligned to business outcomes.
• Coordinate cross-functional delivery and ensure milestone-driven progress.
• Create documentation and forward-looking deployment plans for scalable adoption.
• Conduct recurring check-ins to assess workflow performance and adoption, surfacing opportunities.

Skills

Customer Experience

AI & Platform Fluency

AI Change Management

Complex Project Experience

Customer-Centric

Bias Toward Action

Structured Solutions

Cross-Functional Partner

Job description

Why This Role Is Evolving

Helping customers build workflows in Asana and drive measurable adoption remains the foundation of this role. What's new is that every implementation must now be architected through the lens of AI-powered workflows and adoption - designing what AI-powered work looks like for each organization, aligning stakeholders around a shared adoption plan, and connecting Asana's AI capabilities to real business outcomes from day one.

Asana is shifting from a Collaborative Work Management (CWM) to an AI Workflow Management (AWM) platform. Implementations are no longer just about launching workflows using projects, portfolios, automations - they are about configuring Asana in a way that activates its AI capabilities from day one and sets customers up to operate differently.

Asana's product strategy is built on the 'work graph', a deliberate architecture that captures richer context as work scales from individuals to teams to organizations, and uses that context to power increasingly agentic AI. An IM who cannot design solutions around this architecture is leaving the platform's core advantage untouched.

Customer expectations have changed. Organizations are no longer asking 'how do we get our teams onto Asana?' They are asking 'how will this change the way we work?' That question has to be answered during the implementation itself - through deliberate discovery and decisions made about structure, workflows, and AI configuration.

About the Role

We are looking for a consultant who thrives at the intersection of process design, cross-functional coordination, and customer outcomes. As Asana transitions from Collaborative Work Management (CWM) to AI Workflow Management (AWM), you will lead enterprise customers through that same transformation - helping them define what AI-powered work looks like for their organization, aligning stakeholders around a shared adoption plan, and driving measurable impact across their highest-value workflows.

You will design and lead structured, time-bound engagements - from onboarding through workflow launch - that move customers from seeing Asana as just a work management platform, to a platform where teams and agents execute work together. This requires strong judgment, the ability to operate in ambiguity, and a consistent focus on connecting AI capabilities to business outcomes. You will regularly engage both executive stakeholders and front-line teams, adapting your approach to meet customers where they are and move them forward.

What You'll Do

You will lead customers through structured engagements in partnership with Customer Success, Sales, Solutions, and R&D to drive valuable adoption of AI.

Account Setup and Implementation Planning

• Lead a structured onboarding engagement - aligning customer stakeholders on platform setup, workflow priorities, and a shared definition of success, while assessing workflow complexity to identify where AI capabilities will deliver the strongest early impact.
• Document and hand off a clear implementation plan - capturing recommended and prioritized workflows, known risks, and next steps so the activation phase can begin with full context and stakeholder alignment.

AI Activation & Customer Check-Ins

• Lead end-to-end workflow design and build - guiding customers through deep discovery and process mapping, hands-on workflow configuration, and user acceptance testing to deliver production-ready workflows with AI capabilities embedded throughout.
• Coordinate cross-functional delivery across a structured time-bound engagement - aligning workflow owners, IT and business stakeholders, and end users through kickoff, training, and launch while keeping the engagement on track against defined milestones.
• Develop clear documentation and forward-looking deployment plan - capturing what was built, decisions made, and a prioritized roadmap that defines how the customer scales AI usage, including recommendations on what to optimize and where to expand next to continue driving broader adoption.
• Lead recurring check-ins with customers - assessing workflow performance and AI adoption, surfacing pain points, and identifying where additional implementation support can unlock new workflows or use cases - alongside account teams.

Cross-Functional Responsibilities

• Act as the connective tissue between delivery and growth - surface expansion signals during delivery, represent the voice of the customer internally, and partner with the account and R&D teams to translate customer momentum into growth.
• Bring structure and repeatability to the delivery motion - define engagement processes, document decisions, and create repeatable frameworks that scale across a portfolio of customers to drive account momentum and program improvement.

About You

• Customer Experience: experience in customer-facing implementation or consulting roles, ideally leading structured onboarding or deployment engagements at a SaaS company or consulting firm. Experience deploying AI-powered workflows or enterprise AI tools is a strong plus.
• AI & Platform Fluency: You have a solid understanding of AI and generative AI technologies - including AI workflow design, agent orchestration, enterprise AI platforms, and data governance. During an implementation, you can assess a customer's existing workflows and identify where AI creates a meaningful redesign of how work gets done - and configure the platform accordingly.
• AI Change Management. You guide customers through the unique hurdles of adopting AI during an implementation - helping teams see how AI changes their day-to-day work for the better. You manage user adoption friction with empathy and patience, meeting people where they are at in their AI readiness and building confidence in the changes.
• Complex Project Experience: You understand what it takes to implement a new platform successfully in an enterprise environment from discovery to adoption. You manage multiple workstreams and executive stakeholders, simultaneously, keep implementations on track, and hold both internal and customer teams accountable to milestones and timelines.
• Customer-Centric: You're passionate about understanding customer needs and developing trusted relationships. You lead structured, engaging sessions, translate customer feedback into clear and actionable configuration decisions, setting customers up for a successful, lasting adoption.
• Bias Toward Action: You thrive working through ambiguous situations, making sound decisions with incomplete information, iterating quickly, and not waiting for perfect conditions to move work forward. When ambiguity shows up in an implementation, you bring structure and momentum rather than hesitation.
• Structured Solutions & Communication: You naturally create clarity where it doesn't exist - defining processes, documenting decisions, and adapting your message confidently across executive sponsors, workflow owners, and end users. You break down complex workflows into clear recommended future states that customers can act on.
• Strong Cross-Functional Partner: You are skilled at proactively partnering across internal functions like customer success, sales, product and IT keeping stakeholders aligned and engagements on track. You understand that a smooth implementation depends as much on internal alignment as it does on customer execution.

At Asana, we're committed to building teams that include a variety of backgrounds, perspectives, and skills. 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.

We strive to provide equitable and competitive benefits packages that support our employees worldwide, including:

• 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

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 culture and innovation. We offer an exceptional office-centric culture while adopting the best elements of hybrid models to ensure that every one of our global team members can work together effortlessly. With 13+ offices all over the world, we are always looking for individuals who care about building technology that drives positive change in the world and a culture where everyone feels that they belong.

We believe in supporting people to do their best work and thrive. Our goal is to ensure that Asana upholds an environment where all people feel that they are respected and valued, whether they are applying for an open position or working at the company.

We provide equal employment opportunities to all applicants without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by law.