AI Strategist, Service Management Implementation

About the role

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.

Responsibilities

• 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

Requirements

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.

Qualifications

Deep product knowledge and an AI-forward mindset

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.

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.

Skills

Customer Success, Implementation, Technical Account Management, or Management Consulting experience

Experience with AI/ML tools and their integration into workflows

Ability to translate technical solutions into business value

Strong communication and presentation skills

Ability to work independently and manage multiple projects simultaneously

Benefits

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

Pay

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.

Schedule

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.