Senior Implementation Manager

About this role

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 workflows or enterprise AI tools is a strong plus.

• AI & Platform Fluency: You have a solid understanding of AI and generative AI technologies — including AI workflow design, agent orchestration, enterprise AI platforms, and data governance. During an implementation, you can assess a customer's existing workflows and identify where AI creates a meaningful redesign of how work gets done — and configure the platform accordingly.

• AI Change Management. You guide customers through the unique hurdles of adopting AI during an implementation – helping teams see how AI changes their day-to-day work for the better. You manage user adoption friction with empathy and patience, meeting people where they are at in their AI readiness and building confidence in the changes.

• Complex Project Experience: You understand what it takes to implement a new platform successfully in an enterprise environment from discovery to adoption. You manage multiple workstreams and executive stakeholders, simultaneously, keep implementations on track, and hold both internal and customer teams accountable to milestones and timelines.

• Customer-Centric: You're passionate about understanding customer needs and developing trusted relationships. You lead structured, engaging sessions, translate customer feedback into clear and actionable configuration decisions, setting customers up for a successful, lasting adoption.

• Bias Toward Action: You thrive working through ambiguous situations, making sound decisions with incomplete information, iterating quickly, and not waiting for perfect conditions to move work forward. When ambiguity shows up in an implementation, you bring structure and momentum rather than hesitation.

• Structured Solutions & Communication: You naturally create clarity where it doesn't exist — defining processes, documenting decisions, and adapting your message confidently across executive sponsors, workflow owners, and end users. You break down complex workflows into clear recommended future states that customers can act on.

• Strong Cross-Functional Partner: You are skilled at proactively partnering across internal functions like customer success, sales, product and IT keeping stakeholders aligned and engagements on track. You understand that a smooth implementation depends as much on internal alignment as it does on customer execution.

At Asana, we’re committed to building teams that include a variety of

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