Customer Success Manager

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.

This role is based in our London office with an office-centric hybrid schedule. 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:

• 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

About you:

• 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-Suite 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

At Asana, we're committed to building teams that include a variety of backgrounds, perspectives, and skills, as this is critical to helping us achieve our mission. If you're interested in this role and don't meet every listed requirement, we still encourage you to apply.

What we’ll offer

Our comprehensive compensation package plays a big part in how we recognize you for the impact you have on our path to achieving our mission. We believe that compensation should be reflective of the value you create relative to the market value of your role. To ensure pay is fair and not impacted by biases, we're committed to looking at market value which is why we check ourselves and conduct a yearly pay equity audit.

For this role, the estimated base salary range is between £104,000 - £118,400. The actual base salary will vary based on various factors, including market and individual qualifications objectively assessed during the interview process. The listed range above is a guideline, and the base salary range for this role may be modified.

In addition to base salary, your compensation package will include additional components such as equity, sales incentive pay and benefits. If you're interviewing for this role, speak with your Talent Acquisition Partner to learn more about the total compensation and benefits for this role.

We strive to provide equitable and competitive benefits packages that support our employees worldwide and include:

• 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 

These are just some of the benefits we offer, and benefits may vary based on role, country, and local regulations. If you're interviewing for this role, speak with your Talent Acquisition Partner to learn more about the total compensation and benefits for this role.

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