Senior Implementation Manager

Asana · Chicago

Why This Role Is Evolving Helping customers build workflows in Asana and drive measurable adoption remains the foundation of this role. What's new is that every implementation must now be architected through the lens of AI-powered workflows and adoption — designing what AI-powered work looks like for each organization, aligning stakeholders around a shared adoption plan, and connecting Asana's AI capabilities to real business outcomes from day one. → Asana is shifting from a Collaborative Work Management (CWM) to an AI Workflow Management (AWM) platform. Implementations are no longer just about launching workflows using projects, portfolios, automations — they are about configuring Asana in a way that activates its AI capabilities from day one and sets customers up to operate differently. → Asana's product strategy is built on the 'work graph', a deliberate architecture that captures richer context as work scales from individuals to teams to organizations, and uses that context to power increasingly agentic AI. An IM who cannot design solutions around this architecture is leaving the platform's core advantage untouched. → Customer expectations have changed. Organizations are no longer asking "how do we get our teams onto Asana?" They are asking "how will this change the way we work?" That question has to be answered during the implementation itself — through deliberate discovery and decisions made about structure, workflows, and AI configuration. About the Role We are looking for a consultant who thrives at the intersection of process design, cross-functional coordination, and customer outcomes. As Asana transitions from Collaborative Work Management (CWM) to AI Workflow Management (AWM), you will lead enterprise customers through that same transformation — helping them define what AI-powered work looks like for their organization, aligning stakeholders around a shared adoption plan, and driving measurable impact across their highest-value workflows. You will design and lead structured, time-bound engagements — from onboarding through workflow launch — that move customers from seeing Asana as just a work management platform, to a platform where teams and agents execute work together. This requires strong judgment, the ability to operate in ambiguity, and a consistent focus on connecting AI capabilities to business outcomes. You will regularly engage both executive stakeholders and front-line teams, adapting your approach to meet customers where they are and move them forward. What You'll Do You will lead customers through structured engagements in partnership with Customer Success, Sales, Solutions, and R&D to drive valuable adoption of AI. Account Setup and Implementation Planning Lead a structured onboarding engagement — aligning customer stakeholders on platform setup, workflow priorities, and a shared definition of success, while assessing workflow complexity to identify where AI capabilities will deliver the strongest early impact. Document and hand off a clear implementation plan — capturing recommended and prioritized workflows, known risks, and next steps so the activation phase can begin with full context and stakeholder alignment. AI Activation & Customer Check-Ins Lead end-to-end workflow design and build – guiding customers through deep discovery and process mapping, hands-on workflow configuration, and user acceptance testing to deliver production-ready workflows with AI capabilities embedded throughout. Coordinate cross-functional delivery across a structured time-bound engagement – aligning workflow owners, IT and business stakeholders, and end users through kickoff, training, and launch while keeping the engagement on track against defined milestones. Develop clear documentation and forward-looking deployment plan – capturing what was built, decisions made, and a prioritized roadmap that defines how the customer scales AI usage, including recommendations on what to optimize and where to expand next to continue driving broader adoption. Lead recurring check-ins with customers – assessing workflow performance and AI adoption, surfacing pain points, and identifying where additional implementation support can unlock new workflows or use cases - alongside account teams. Cross-Functional Responsibilities Act as the connective tissue between delivery and growth - surface expansion signals during delivery, represent the voice of the customer internally, and partner with the account and R&D teams to translate customer momentum into growth. Bring structure and repeatability to the delivery motion – define engagement processes, document decisions, and create repeatable frameworks that scale across a portfolio of customers to drive account momentum and program improvement. About You Customer Experience: experience in customer-facing implementation or consulting roles, ideally leading structured onboarding or deployment engagements at a SaaS company or consulting firm. Experience deploying AI-powered wor