Customer Success Manager (AI Success Architect)
$117k - $149k • Remote • Chicago
Posted 19h ago
Remote Work Policy
Fully remote
Categories
AI Engineer
About the job
As an AI Success Architect, you will help enterprise customers understand how AI can transform their operations and drive measurable business results using Asana's AI capabilities. You will manage post-sales relationships for approximately 50 enterprise accounts, acting as a strategic advisor focused on AI adoption, consumption, and commercial outcomes. Your role involves diagnosing how AI can change existing workflows and guiding the organizational changes necessary for successful implementation.
Responsibilities
- Serve as a trusted advisor and point of accountability for a portfolio of enterprise accounts throughout the customer lifecycle.
- Develop joint success plans that align strategic customer goals with measurable results, conducting business reviews focused on outcomes and value.
- Diagnose customer workflows and map them to Asana's AI capabilities (AI Studio, AI Teammates, MCP integrations) to reduce manual effort and speed up decision-making.
- Assess customer work structures in Asana, guiding them to establish habits and governance that provide AI models with rich, consistent context.
- Lead change management and enablement programs to build internal champions and ensure long-term, sustained adoption.
- Track AI consumption and adoption against clear benchmarks, translating usage data into a compelling business narrative.
- Identify opportunities for expansion with new AI use cases, products, or broader deployments, initiating conversations and partnering with the account team.
- Monitor account health, engagement, and sentiment to proactively mitigate risks before renewals.
- Collaborate cross-functionally with Solutions Engineering, Professional Services, and Sales, and share customer insights with Product and Customer Success leadership.
Requirements
- Demonstrate curiosity about AI tools and emerging technologies, with a willingness to learn and leverage them.
- Possess 5+ years of experience in customer success, strategic account management, or enterprise technology, with a proven track record of driving delivery and adoption for complex, high-value accounts.
- Have a proven background managing enterprise relationships with both technical and business stakeholders.
- Understand how AI agents function, workflow automation principles, and where AI provides substantial impact.
- Be comfortable discussing pricing, ROI, and commercial outcomes with senior executives, ideally within consumption-based models.
- Exhibit strong competency in change management and program management across concurrent, long-term initiatives.
- Possess effective communication skills across various audiences, from executive presentations to operational working sessions.
- Be able 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.