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Strategic Customer Success Manager

Asana

Asana

Customer Service, Sales & Business Development
San Francisco, CA, USA
Posted on Friday, June 7, 2024

Our Customer Success Team is committed to helping customers adopt Asana as a collaborative work management platform. We strive to help all of our customers, across countries, industries, and functions, 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 ensure our top accounts deploy Asana successfully, adopt it widely across their organization, and realize business value from Asana. By engaging your customers using a consultative approach, you’ll position yourself as a preferred long-term 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. You’ll exemplify an empathetic, customer-centric perspective to the entire Asana team.

This role is based in our San Francisco 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

  • Nurturing relationships within your portfolio of strategic customers.
  • Co-creating impact plans with definite success metrics and engagement strategies.
  • Ensuring value creation through all phases of the customer journey using deployment strategies, change management, and business performance reviews.
  • Collaborating on strategic account plans, nurturing crucial relationships, and exploring expansion opportunities.
  • Helping to foster customer advocacy, by setting up and maintaining an internal Champion Network within the customer’s organization.
  • Enhancing engagement and product adoption by realizing trends in customer usage and executing targeted campaigns.
  • Highlighting key trends and insights to R&D and business teams using your knowledge of customers.
  • Meeting customers on-site up to 25% of the time.

About you

  • Proven professional experience of a minimum of 8 years, with at least 4 years in an Enterprise SaaS-based Customer Success or Account Management role.
  • Prior experience managing extensive enterprise-level accounts with a focus on implementing large-scale technology solutions.
  • Demonstrable skills in aligning within complex customer environments at executive and department levels.
  • Dedication to customer success and advocacy for customers’ needs.
  • Ability to efficiently adapt and switch contexts across customer scenarios, while being driven and process-oriented.
  • Committed to making decisions that best support Asana, the team, and the customer.
  • 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.

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 $160,000 - $203,200. 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 may include additional components such as equity, sales incentive pay (for most sales roles), 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.

About us

Asana helps teams orchestrate their work, from small projects to strategic initiatives. Millions of teams around the world rely on Asana to achieve their most important goals, faster. Asana has been named a Top 10 Best Workplace for 5 years in a row, is Fortune's #1 Best Workplace in the Bay Area, and one of Glassdoor’s and Inc.’s Best Places to Work. After spending more than a year physically distanced, Team Asana is safely and mindfully returning to in-person collaboration, incorporating flexibility that adds hybrid elements to our office-centric culture. With 11+ offices all over the world, we are always looking for individuals who care about building technology that drives positive change in the world and a culture where everyone feels that they belong.

We believe in supporting people to do their best work and thrive, and building a diverse, equitable, and inclusive company is core to our mission. Our goal is to ensure that Asana upholds an inclusive environment where all people feel that they are equally respected and valued, whether they are applying for an open position or working at the company. We provide equal employment opportunities to all applicants without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by law. We also comply with the San Francisco Fair Chance Ordinance and similar laws in other locations.

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