Customer Success Manager – Top Accounts
Asana
Customer Success Manager, Portfolio Accounts
Asana
full-time
Posted on:
Origin: • 🇺🇸 United States • California, Illinois
Visit company websiteSalary
💰 $128,000 - $145,600 per year
Job Level
SeniorLead
About the role
- 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
Requirements
- Minimum 10 years of professional experience
- At least 5 years of demonstrated success in a SaaS-based Customer Success or Account Management role
- Subject-matter expertise for an assigned Vertical Markets (Nonprofit, Education, Government, Healthcare)
- Strong team player
- Customer-centric mindset and advocacy for customers
- Solid communicator across Asana, email, phone, and in person with all audiences including executives
- Self-motivated, curious, bias for action in ambiguous environments
- Driven, process-oriented with ability to balance competing priorities
- Ability to travel and meet customers on-site up to 25% of the time
- Demonstrates curiosity about AI tools and emerging technologies
