Customer Success Manager, Asana
Top Accounts
$167.2-196.8k
Your compensation package may include additional components such as equity and sales incentive pay
More information about location
3 days a week in office
Organizing work in one connected space
Be an early applicant
Organizing work in one connected space
1001+ employees
Be an early applicant
$167.2-196.8k
Your compensation package may include additional components such as equity and sales incentive pay
More information about location
3 days a week in office
1001+ employees
Company mission
To enable the world's teams to work together effortlessly.
Role
Who you are
- Proven professional experience of a minimum of 10 years, with at least 7 years in a SaaS-based Customer Success or Account Management role
- Prior experience managing and owning the full renewal cycle of high-value strategic customers
- Prior experience managing extensive, complex enterprise-level accounts with a focus on implementing large-scale technology solutions while working with a broad range of stakeholders, from C-Suite and administrators to functional leaders
- Customer-centric at your core – you’re devoted to ensuring our customers’ success and adoption of Asana and advocate for customers’ needs
- Organized, driven and process-oriented. You’re able to effectively balance competing priorities and make decisions that best support Asana, the team, and the customer. You’re flexible and able to efficiently switch contexts across customer scenarios. You develop systems to stay organized for not only your day-to-day but also partnering with internal cross-functional teams
- Self-motivated, proactive team player. You are biased for action and work effectively in a highly ambiguous, ever-changing environment. You’re able to zoom in on most granular details and also zoom out to understand the philosophy of how and why decisions are made
What the job involves
- Our Customer Success Team is committed to helping customers adopt Asana as a collaborative work management platform. We strive to help all of our customers, across countries, industries, and functions, get the most value out of Asana over time
- We are looking for a Customer Success Manager, Top Accounts (CSM) to help support and grow our largest and most strategic customers
- As a Top Accounts CSM, you’ll guide a portfolio of customers to deploy Asana successfully, adopt it widely across their organization, and ensure they continuously gain business value from Asana
- By engaging your customers using a consultative approach, you’ll position yourself as a preferred long-term strategic partner and serve as the trusted point of contact across their lifecycle: onboarding, value creation, and renewal
- Equipped with the knowledge of what it takes for customers to succeed with Asana, you will serve as the voice of your customers cross-functionally, providing feedback to the Product team and broader business. You’ll exemplify an empathetic, customer-centric perspective to the entire Asana team
- Develop, nurture and own relationships at every level of the organization with a hyper focus on senior-level and decision-making stakeholders; Serve as a trusted advisor on collaborative work management
- Partner with customers to identify their strategic goals and co-create impact plans with clear success metrics and engagement strategies
- Execute all phases of the customer journey; ensuring value through deployment strategies, change management, workflow design, business performance reviews, roadmap consultations and renewal negotiations
- Collaborate with Sales to develop strategic account plans, nurture executive relationships, manage renewals, and explore expansion opportunities
- Develop and maintain an internal Champion Network or Center of Excellence within the customer’s organization to help foster customer advocacy and facilitate customer testimonials or case studies
- Analyze customer adoption to identify trends in order to drive targeted campaigns for enhanced engagement and product adoption
- Forecast and report on retention and renewal trends while proactively identifying and mitigating risks to drive customer satisfaction and long-term success
- Serve as the voice of your customers by surfacing key trends and insights back to R&D and business teams based on your knowledge of customers needs
Our take
Asana is a web and mobile application designed to help teams organize, track, and manage their work. Acting as a unified hub, it empowers teams to effortlessly generate projects, delegate responsibilities, set deadlines, and foster direct task-related communication, transcending the inefficiencies of traditional email-based coordination.
Despite facing competition from established players like SmartSheet in its market, Asana has navigated its path, bolstered by a successful Initial Public Offering in 2020 and a track record of startup triumphs. This strategic prowess has propelled Asana to amass a robust clientele exceeding 100,000 organizations, boasting notable entities such as Uber and Air France among its ranks.
Since its inception, Asana has undergone exponential growth, with its reach extending to offices sprawled across four continents worldwide. This expansion not only underscores its global footprint but also signifies its commitment to fostering diverse talent pools and catering to a broad spectrum of clients.
Steph
Company Specialist at Welcome to the Jungle
Insights
7% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Jun 2020
$200m
CONVERTIBLE
Nov 2018
$50m
SERIES E
Total funding: $414.4m
Company benefits
- Benefits - From comprehensive health benefits including mental health programs and coaching to our in-house culinary program and supportive parental leave policies, our benefits are intentionally designed to ensure that you are energized, focused, and thriving
- Growth - We know that growth isn’t always linear, so we’ll support you in achieving your personal and professional goals. You’ll have the opportunity to take on big responsibilities that impact our success as a company and challenge you in new and fulfilling ways
- Development - We believe in providing everyone with coaching and mentorship. You’ll have access to Conscious Leadership training, success guides, free executive coaching, and our manager training and enablement program
Company HQ
Yerba Buena, San Francisco, CA
Leadership
Dustin Moskovitz
(Co-Founder & CEO)A Harvard economics graduate, Dustin co-founded Facebook in 2004 before branching off in 2008 to found Asana. They are also the co-founder of Open Philanthropy Project and Good Ventures.
Justin Rosenstein
(Co-Founder)Previously Engineering Manager at Facebook and a Product Manager at Google. Currently Co-Founder of One Project.
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