Asana

Customer Success Manager

• Partner with customers in an assigned book of business to drive adoption and retention across industries, functions, and customer journey stages
• Conduct discovery to build rapport and deeply understand customer needs, business processes, and vision
• Consult on change management to help customers adopt Asana as a way of working
• Lead design workshops to help customers build or adapt processes and improve Asana usage
• Surface the best Asana resources based on customer needs
• Present business reviews showcasing value realized and opportunities for deeper value
• Empower customers to become self-sufficient Asana champions focused on long-term success and retention
• Co-create strategies and plays with cross-functional partners to drive engagement, adoption, and retention
• Proactively partner with Sales and Renewals to flag at-risk accounts and highlight expansion opportunities
• Liaise with Support and Finance to help resolve customer issues
• Serve as the voice of customers cross-functionally, providing feedback to Product and broader business
• Quarterback relationships between clients and professional services teams for purchased services packages

Customer Success Manager, Portfolio Accounts

• Develop and nurture relationships across a portfolio of strategic customers
• 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: deployment strategies, change management, workflow design, business performance 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 Center of Excellence within the customer’s organization to foster advocacy and facilitate testimonials or case studies
• Analyze customer usage to identify trends and drive targeted campaigns for enhanced engagement and product adoption; proactively identify risks and lead internal corrective plans
• Serve as the voice of customers by surfacing key trends and insights back to R&D and business teams
• Travel and meet customers on-site up to 25% of the time

Customer Success Manager – Top Accounts

Security Engineer

• Serve as a hands-on Security Incident Manager and incident commander for Asana
• Report to the Security Engineering group responsible for company and product security
• Collaborate cross-functionally with Infrastructure, Customer Success, Legal, IT, Marketing, and leadership to drive incident response outcomes
• Lead initiatives and OKRs related to incident response improvements for Infrastructure, Security, and Privacy
• Drive incident management and incident response best practices across the company
• Mentor team members through pairing, defining processes, and training exercises
• Participate in and lead the on-call rotation and set examples for security incident management
• Lead retrospectives and tabletop exercises to improve engineering excellence and incident preparedness