[Hiring] Head of Customer AI Transformation @Asana

Role Description

The AI Transformation Factory is Asana’s internal engine for evolving the Customer Experience organization to drive customer adoption of our AI platform. It operates at the intersection of Revenue, Product, and Engineering — redesigning post-sales motions, running strategic customer engagements, and driving cross-functional change to accelerate net retention and AI revenue growth.

We are looking for a Head of Customer AI Transformation to build and lead this Factory. This is not a traditional professional services or customer success leadership role. You will be the operational leader for the AI Transformation Factory, responsible for evolving Asana’s post-sales organization into an AI-activation model:

• Redesigning how our customer success, renewal, and services teams operate.
• Running proofs of concept and generating validated ROI proof points with strategic customers.
• Driving cross-functional operationalization across the company to ensure changes ship at speed.

This role will report to the Chief Customer Officer.

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

• Evolve the customer success team to drive consumption of AI products.
• Drive the development of an ROI-validated AI use case library structured by persona, vertical, and AI capability.
• Enable seat-to-AI conversion across the renewal motion.
• Evolve services delivery for the AI era.
• Run initial targeted proofs of concept with strategic customers.
• Serve as the escalation hub and product liaison for the field on all customer experience issues tied to AI products.
• Drive cross-functional operationalization across Product, Marketing, Engineering, Finance, Legal, Deal Desk, Channel, and Support.
• Own measurement and reporting — AI consumption tracking pre- and post-engagement.
• Establish the operating cadence and steering committee model.

Qualifications

• 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.
• 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.
• Strong technical fluency in AI and generative AI technologies.
• 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.
• Ability to do hands-on work in the early phases while designing scalable operating models.
• Track record of developing top-tier talent and inspiring high-achieving teams.

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.

Company Description

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.