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: Highly data literate; comfortable working with usage data, analytics, and data integration patterns. Familiarity with AI/ML concepts, Python, or SQL is a major plus. Comfort operating in early-stage or incubation motions where messaging, product capabilities, and playbooks are evolving in real time Strategic Communication: Seamlessly navigate between deep technical conversations with developers and ROI-focused presentations with C-level executives. Demonstrates curiosity about AI tools and emerging technologies, with a willingness to learn and leverage them to enhance productivity, collaboration, or decision-making. At Asana, 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. For this role, the estimated base salary range is between $133,000 - $151,000. The actual base salary will vary based on various factors, including market and individual qualifications objectively assessed during the interview process. The listed range above is a guideline, and the base salary range for this role may be modified. In addition to base salary, your compensation package may include additional components such as equity, sales incentive pay (for most sales roles), and benefits. If you're interviewing for this role, speak with your recruiter to learn more about the total compensation and benefits for this role. We strive to provide equitable and competitive benefits packages that support our employees worldwide and include: 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 These are just some of the benefits we offer, and benefits may vary based on role, country, and local regulations. If you're interviewing for this role, speak with your recruiter to learn more about the total compensation and benefits for this role. #LI-Hybrid 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. 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