Customer Success Manager (AI Success Architect)
New
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AsanaEnterprise AI
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 scheduleFull-TimeManager
SalaryEstimated base salary range is between $116,800 - $148,800
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Job Details
- Experience
- 5+ years of experience in customer success, strategic account management, or enterprise technology
- Required Skills
- Change ManagementCustomer Success
Requirements
- Bring 5+ years of experience in customer success, strategic account management, or enterprise technology.
- Have a track record of driving delivery and adoption for complex, high-value accounts.
- Demonstrate experience managing enterprise relationships with technical and business stakeholders.
- Understand how AI agents function, workflow automation principles, and where AI can have substantial versus incremental impact.
- Be comfortable discussing pricing, ROI, and commercial outcomes with senior executives; experience with consumption-based models is preferred.
- Bring strong change management and program management competency across concurrent, long-term initiatives.
- Communicate effectively in executive presentations and tactical working sessions with operations teams.
- Navigate fast-paced, ambiguous environments with sound judgment.
- Be willing 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.
- Experience with enterprise AI, automation, or workflow platforms, or familiarity with MCP, is a plus.
Responsibilities
- Serve as the trusted advisor and point of accountability for a portfolio of enterprise accounts across the customer lifecycle.
- Build joint success plans connecting customer goals to measurable results, and lead outcome- and value-focused business reviews.
- Diagnose customer workflows and map them to Asana AI capabilities, including AI Studio, AI Teammates, and MCP-built integrations.
- Guide customers in establishing work habits and governance that provide AI models with rich, consistent context.
- Lead change management and enablement programs to build internal champions and sustain adoption.
- Track AI consumption and adoption against baselines and 30/60/90-day benchmarks, translating usage data into business outcomes.
- Identify readiness to expand into new AI use cases, products, or broader deployments, and partner with the account team.
- Monitor account health, engagement, and sentiment to proactively mitigate renewal risks.
- Partner with Solutions Engineering, Professional Services, and Sales, and share structured customer insights with Product and Customer Success leadership.
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