Customer Success Manager, Asana
Named Accounts
$104-118.4k
Plus equity and sales incentive pay
More information about location
3+ days a week in office
Organising work in one connected space
Be an early applicant
Organising work in one connected space
1001+ employees
Be an early applicant
$104-118.4k
Plus 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
- 5+ years of demonstrated success in a Saas-based Customer Success or Account Management role
- Proven track record managing large, complex enterprise accounts, driving both product-led and sales-led growth initiatives, and overseeing enterprise-wide technology implementations across diverse stakeholders groups - from C-Suite executives to functional leaders and administrators
- Ability to run C-Suit level business reviews and craft compelling value narratives, align initiatives to OKRs/KPIs, influence decisions without direct authority and deliver exceptional storytelling around impact and ROI
- Experience managing a book of high-value customer relationships. You’re able to drive customer success and align within complex organizational structures, building trust with a broad range of stakeholders, from C-Suite Executives, Department Leads, to day-to-day Asana users
- Customer-centric at your core. You’re devoted to ensuring our customers’ success and adoption of Asana and advocate for regional customers’ needs
- Strong cross-functional collaborator with experience partnering with Account Executives or Partners to provide a high quality, thoughtful customer experience
- Self-motivated, proactive team player. You have a bias for action and work effectively in a highly ambiguous, ever-changing environment. You’re able to zoom into granular details and also zoom out to understand the larger strategy and philosophy of how and why decisions are made
- Driven, process-oriented person. You’re able to effectively balance competing priorities and make decisions that best support the customer, the team, and Asana
- Demonstrates curiosity about AI tools and emerging technologies, with a willingness to learn and leverage them to enhance productivity, collaboration, or decision-making
- If you're interested in this role and don't meet every listed requirement, we still encourage you to apply
What the job involves
- Our Customer Success team is committed to helping customers maximize the value of Asana as both a technology platform and a holistic approach to collaboration
- From high touch to scalable success, our goal is to deepen the usage of the whole work graph, resulting in delivering unmatched value with scalability and consistency
- We strive to help all of our customers, across countries, industries, and functions, get off on the right foot and continue to get the most value out of Asana over time
- We are looking for a Strategic Customer Success Manager (CSM) to help support and grow our largest and most strategic customers
- As a Strategic CSM, you’ll guide a portfolio of customers to deploy Asana successfully, adopt it widely across their organisation, and ensure they continuously gain business value from Asana
- By engaging your customers using a consultative approach, you’ll position yourself a 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
- To the entire Asana team, you’ll exemplify an empathetic, customer-centric perspective
- Develop, nurture and own relationships at every level of the organisation with a focus on senior-level and decision-making stakeholders (i.e. C-Level) serving as a trusted advisor on the collaborative work management space
- Partner with customers to identify their strategic goals and co-create Success Plans with clear success metrics and engagement strategies
- Execute on all phases of the customer journey; ensuring value through deployment strategies, change management, workflow design, business reviews and roadmap consultations
- 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 Centre of Excellence within the customer’s organisation to help foster customer advocacy and facilitate customer testimonials or case studies
- Analyse customer usage to identify trends and drive targeted campaigns for enhanced engagement and product adoption to proactively identify risks and lead internal teams to create and execute corrective plans
- Identify and forecast risk 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 to R&D and business teams based on your knowledge of customer’s needs
- Travel and meet customers on-site up to 25% of the time
Salary benchmarks
Our take
Asana is a web and mobile application designed to help teams organise, 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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