Customer Success Manager - Portfolio Accounts (Verticals)

Asana•Chicago, IL

10d•$116,800 - $132,800•Hybrid

About The Position

Asana’s Customer Success team is dedicated to helping organizations maximize the value of the Work Graph through a scalable, consistent approach to collaboration. As a Portfolio Customer Success Manager - Verticals, you will support a diverse book of business within our Nonprofit, Education, Government, and Healthcare sectors. You will serve as a strategic thought partner, guiding customers through successful deployment and long-term adoption while ensuring Asana remains central to their mission-critical initiatives. In this role, you will act as a consultant across the customer lifecycle and serve as a vital "voice of the customer" for our Product and internal teams. This role is based in our Chicago 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.

Requirements

Experience: 5 years of demonstrated success in an Account Management or Customer Success role, preferably within SaaS.
Consultative Trusted Advisor: You can translate technical features into clear business outcomes and coach customers through the human element of organizational change.
Data-Informed Strategist: You enjoy using health metrics and usage trends to drive your daily workflow, forecasting, and risk mitigation.
Prioritization Expert: A process-oriented individual who thrives in high-volume environments and can effectively balance competing priorities to support Asana, the team, and the customer.
Customer-Centric Advocate: Devoted to customer success and eager to build deep empathy for the specific constraints and opportunities within our vertical sectors (Nonprofit, Education, Government, and Healthcare).
Self-Motivated & Curious: You possess a bias for action and work effectively in highly ambiguous, ever-changing environments.
Solid Communicator: You communicate confidently and concisely across all channels (Asana, email, phone, or in person) and audiences, from cross-functional peers to customer Executives.
Collaborative Team Player: You value collective success and contribute to a high-performing, empathetic team culture.
Demonstrates curiosity about AI tools and emerging technologies, with a willingness to learn and leverage them to enhance productivity, collaboration, or decision-making

Responsibilities

Strategic Advisory: Conduct deep discovery to align Asana’s capabilities with customer challenges and mission-critical objectives.
Success Planning: Build and execute tailored success plans that define clear metrics, milestones, and engagement strategies to drive long-term value.
Data-Driven Health Monitoring: Leverage usage signals and health trends to proactively identify account risks and maintain an accurate renewal forecast.
Portfolio Management at Scale: Prioritize high-impact initiatives across a verticalized book of business, ensuring consistent support and timely resolutions.
Impact Reviews: Lead quarterly business reviews to quantify ROI, optimize workflows, and ensure customer sentiment remains positive.
Change Management: Act as a subject matter expert in organizational rollouts, helping users adopt new ways of working and stickier workflows.
Scalable Innovation: Build repeatable processes and leverage Asana AI to synthesize insights and deliver high-impact guidance to your entire portfolio.
Cross-Functional Collaboration: Partner with Sales, Renewals, Services, and Product to provide a unified, "one Asana" experience.
Voice of the Vertical: Advocate for the unique requirements of regulated industries (Gov, Healthcare, etc.) to influence the broader Asana product roadmap.