Customer Success Manager – Top Accounts
Asana
full-time
Posted on:
Location: New York • 🇺🇸 United States
Visit company websiteSalary
💰 $128,000 - $145,600 per year
Job Level
SeniorLead
About the role
- 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
Requirements
- Minimum 10 years of professional experience
- At least 5 years of demonstrated success in a SaaS-based Customer Success or Account Management role
- Experience working with large, complex enterprise-level accounts with a focus on the growth and implementation of large-scale technology solutions
- Prior experience managing a book of high-value customer relationships in post-sales or deployment services
- Ability to drive customer success and align within complex customer environments at executive and department levels
- Ability to work with a broad range of stakeholders, from C-Suite and Asana administrators to functional leaders
- Customer-centric mindset and devotion to ensuring customers’ success and adoption of Asana
- Self-motivated, proactive team player with a bias for action
- Strong attention to detail and ability to operate in ambiguous, changing environments
- Driven and process-oriented; able to balance competing priorities and switch contexts efficiently
- Demonstrates curiosity about AI tools and emerging technologies and willingness to learn and leverage them
- Willingness to travel and meet customers on-site up to 25% of the time