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Manager, Customer Success

Asana

Asana

Customer Service, Sales & Business Development
London, UK
Posted on Friday, June 21, 2024

We are seeking a dynamic and experienced Leader of Customer Success (CS) to join our team. This role is critical in ensuring our clients achieve maximum value from Asana. Based in London, you will report to the Head of CS for EMEA and lead a fast-growing function responsible for driving change management and customer adoption, building champion relationships, and developing mission-critical workflows all to ensure customers are growing healthily in line with the goals they have for Asana.

You must be a hands-on leader who enjoys leading from the front and getting into details while also being able to think and act strategically. A core priority is to be a leader for your team, acting as a mentor and a coach who can guide team members through challenging situations and help them keep customer engagements on track. You'll do this while keeping pace with rapid organizational growth and coordinating with global teams.

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 and maintain robust relationships with key enterprise clients, fostering trust and loyalty, while growing client advocacy across our customer base to enhance satisfaction and retention.
  • Lead, mentor, and develop a team of customer success managers, fostering a culture of excellence and accountability.
  • Set clear performance goals, provide ongoing feedback, and implement coaching strategies to drive team success.
  • Cultivate a collaborative and high-performing team environment that encourages continuous learning and improvement.
  • Collaborate with the product team to effectively communicate client feedback and influence the product roadmap.
  • Monitor key metrics to assess the health of client relationships and the effectiveness of customer success initiatives.
  • Work closely with sales, marketing, product, and support teams to ensure a seamless and cohesive customer journey.
  • Collaborate with the marketing team to create compelling customer success stories and case studies, showcasing client achievements and our solution's impact.

About you

  • 3+ years of CS leadership experience within high-growth SaaS organization(s)
  • You are customer obsessed with a passion for understanding, driving, and improving customer adoption of Asana’s
  • Dedicated people leader who is passionate about developing early- to mid-career team members
  • A leader with a bias towards action and ability to build and make the business case for CS investments
  • Skilled in navigating cross-functional relationships to get buy-in in a high-growth SaaS environment
  • Exposure to & direct experience in leading a team that is part of a global, matrixed organization.
  • Building and managing a post-sale team that maintains lifecycle relationships with MM (500-2000 employees) & ENT (2000+ employees) customers, along with partnering effectively with sales leadership to deliver on shared goals

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 £111,200 - £141,600. 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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