Head of Customer AI Transformation

About the Role

As the operational leader for the AI Transformation Factory, this role will be responsible for evolving Asana's customer success, renewal, and services teams to drive customer adoption of AI products. This will involve defining and operationalizing new motions, equipping the team to plan workflow agentification with customers, deploy AI capabilities to demonstrate value, and cultivate champions for cross-team expansion.

The Head of Customer AI Transformation will report to the Chief Customer Officer and will be expected to drive cross-functional operationalization across Product, Marketing, Engineering, Finance, Legal, Deal Desk, Channel, and Support to ship changes on aggressive timelines.

What You Will Do

• 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 to validate AI use cases in real environments
• 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 the company to ensure changes ship at speed
• Own measurement and reporting, including 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

What We Are Looking For

• 8+ years of leadership experience in customer success, professional services, revenue operations, product management, or technical consulting
• Experience in driving customer adoption of AI products
• Strong understanding of AI capabilities and their applications in customer success
• Excellent leadership and communication skills
• Ability to drive cross-functional change and collaborate with senior leadership
• Experience with Excel and other data analysis tools
• Strong business acumen and understanding of revenue growth and net retention

Nice to Have

• Experience in developing and implementing AI-powered solutions
• Knowledge of cloud-based technologies and their applications in customer success
• Certification in AI or machine learning
• Experience working in a remote or distributed team environment

Benefits and Perks

• Competitive salary and benefits package
• Opportunity to work with a leading company in the AI and customer success space
• Collaborative and dynamic work environment
• Professional development and growth opportunities
• Flexible working hours and remote work options
• Access to the latest technologies and tools
• Recognition and reward for outstanding performance

• Develop a strong understanding of AI capabilities and their applications in customer success to stand out in the interview process.
• Showcase your experience in driving customer adoption of AI products and your ability to lead cross-functional teams.
• Be prepared to provide examples of how you have driven revenue growth and net retention in previous roles.
• Highlight your skills in data analysis and Excel, as well as your ability to communicate complex technical information to non-technical stakeholders.
• Research Asana's company culture and values to demonstrate your alignment with their mission and vision.
• Prepare to discuss your experience working in a remote or distributed team environment, if applicable.