AI Implementation Manager, Service Management

We’re seeking a driven, entrepreneurial AI Strategist to join a newly formed team bringing Asana Service Management to IT and service teams. This is a unique opportunity to be at the ground floor of an emerging go-to-market motion, directly with our enterprise customers to design, deploy, and scale AI workflows that transform their business operations. This role is a unique hybrid: part Customer Success Manager, part implementation consultant, and part product strategist, partnering with a dedicated Account Executive and cross-functional teammates to build repeatable implementation and success motions that will scale across Asana’s customer base & field organization. You will be an extended part of the product General Manager’s team, helping bring customer feedback to the product team and shape how the product, demos, and technical positioning evolve.

Equipped with deep product knowledge and an AI-forward mindset, you will serve as a strategic thought partner and trusted advisor. Unlike a traditional relationship-focused CSM, your primary mission is to accelerate time to first value by guiding customers through complex technical implementation planning, configuration, and migration. You will be responsible for identifying deployment risks early, driving immediate adoption, and converting your hands-on execution into a reusable playbook that will scale our team and empower future customers. This role is ideal for someone who understands the IT buyer, thrives in ambiguity, loves building from the ground up, and is energized by the chance to help define a new market motion at Asana.

This role can either be fully remote depending on which US state you live in, or based in our New York City 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

• Accelerate Time to First Value: Lead customer engagements from post-sale ideation through immediate delivery, ensuring rapid deployment and measurable initial business outcomes.
• Implementation Planning & Execution: Develop a deep understanding of IT and service management workflows, to bring customers high-value AI use cases, relevant success metrics, and structured onboarding paths.
• Configuration & Migration Guidance: Provide tactical, hands-on guidance to help customers configure their environments and seamlessly migrate legacy workflows or data into our AI platform.
• Risk Mitigation & Deployment Governance: Proactively identify technical, process, and adoption risks during deployment; implement mitigation strategies to prevent project stalls.
• Build the Playbook: Document best practices, technical configurations, and change management frameworks to build a comprehensive, reusable playbook for future hires and scaling customers.
• Drive Change Management: Help customers navigate the people, process, and technology shifts required to move from basic tool adoption to genuine, AI-enabled productivity.
• Product Feedback Loop: Surface structured customer feedback, objections, and product gaps to Product, Product Marketing, and Sales leadership to inform roadmap and GTM strategy
• Collaborate with AEs, CSMs, Product, Product Marketing, and other Solutions Engineers to drive customer outcomes

About You

• 3+ Years of Experience: Demonstrated success in a technical Customer Success, Implementation, Technical Account Management, or Management Consulting role.
• Strong understanding of IT and service team personas, including familiarity with service delivery workflows, operational pain points, and the systems these teams use every day
• AI Adoption & Consulting Expertise: Experience helping customers evaluate, adopt, or scale AI/ML tools in their workflows, with a strong ability to translate AI capabilities into executive storytelling and ROI framing.
• Change Management for Tech Transitions: Proven ability to guide complex organizations through process and behavioral shifts, specifically as technology and AI capabilities evolve.
• Proficiency in designing and delivering product demonstrations, workshops, and whiteboard sessions for both technical and executive audiences
• Technical & Data Acumen…