Head of Customer AI Transformation

Asana

Head of Customer AI Transformation at Asana driving AI adoption and operational changes. Leading customer success evolution for AI products with a focus on enterprise SaaS.

Posted 5/22/2026full-timeCalifornia, New York • 🇺🇸 United StatesLead💰 $178,400 - $262,000 per yearWebsite

About the role

Key responsibilities & impact

Evolve the customer success team to drive consumption of AI products — define and operationalize new motions, equipping the team to plan workflow agentification with customers, deploy AI capabilities to demonstrate value, and cultivate champions for cross-team expansion
Drive the development of an ROI-validated AI use case library structured by persona, vertical, and AI capability, and embed it into customer success tooling so the field can make a concrete value case in every customer conversation
Enable seat-to-AI conversion across the renewal motion — equip renewal managers with the playbooks, commercial tools, and streamlined processes to convert seats into AI products as part of the standard renewal workflow
Evolve services delivery for the AI era — transition the core services entitlement to AI activation, redefine and upskill the implementation team, update pricing and packaging for our Services Products, and build partner delivery infrastructure so certified partners deliver implementation at scale
Run initial targeted proofs of concept with strategic customers to validate AI use cases in real environments, producing documented outcome reports and packaging ROI proof points for the field
Serve as the escalation hub and product liaison for the field on all customer experience issues tied to AI products, and aggregate voice of customer feedback into structured input for Product
Drive cross-functional operationalization across Product, Marketing, Engineering, Finance, Legal, Deal Desk, Channel, and Support to ship changes on aggressive timelines
Own measurement and reporting — AI consumption tracking pre- and post-engagement, net retention impact, and macro-level AI product adoption across the installed base
Establish the operating cadence and steering committee model, keeping senior leadership aligned on progress, risks, and decisions

Requirements

What you’ll need

8+ years of leadership experience in customer success, professional services, revenue operations, product management, or technical consulting, with significant expertise in enterprise SaaS
Proven track record of transforming how internal teams operate — you’ve redesigned motions, redefined roles, upskilled large teams, and shipped new operating models across complex organizations
Deep understanding of post-sales motions — customer success, renewals, professional services, and partner delivery
Deep customer empathy with the ability to build consensus with senior technology leaders at large enterprises by translating complex AI capabilities into clear business outcomes
Strong technical fluency in AI and generative AI technologies — including AI workflow design, agent orchestration, LLM-based products, and enterprise AI platforms
Direct experience with revenue targets, pricing and packaging strategy, services P&L management, or renewal and expansion motions
Exceptional at driving change across Product, Engineering, Sales, Finance, Legal, and Channel — unblocking dependencies and holding cross-functional partners accountable on aggressive timelines
Ability to do the hands-on work in the early phases while simultaneously designing the scalable operating model for the long term
Track record of developing top-tier talent, upskilling existing teams through role transitions, and inspiring high-achieving teams

Benefits

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

AI technologiesgenerative AIAI workflow designagent orchestrationLLM-based productsenterprise AI platformsrevenue operationspricing strategyP&L managementcustomer success tooling

Soft Skills

leadershipcustomer empathyconsensus buildingchange managementteam upskillingcross-functional collaborationcommunicationstrategic thinkingproblem-solvinginspiring teams