Customer Success Manager - Portfolio Accounts

Asana•San Francisco, CA

5h•$116,800 - $132,800•Hybrid

About The Position

At Asana, we’re building collaboration software to help every team in the world become more effective in working together and realizing their goals. Our Customer Success team is committed to helping customers adopt Asana as both a technology product and a holistic approach to teamwork. We strive to help all of our customers, across countries, industries, and functions, get off on the right foot and continue to get the most value out of Asana over time. Our Portfolio Customer Success team is responsible for adoption and retention across a large customer base. We're looking for a Customer Success Manager (CSM) to partner with customers on how to best leverage Asana to achieve their unique business objectives. Your engagements with customers will result in their increased satisfaction with and confidence in Asana as their organization’s work management solution. Equipped with the knowledge of what it takes for customers to succeed with Asana, you will serve as a thought partner and lifeline to customers, including subject-matter expertise on consumption based service plans. To the entire Asana team, you’ll exemplify empathetic, customer-centricity. 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

5+ years of demonstrated success in an Account Management or Customer Success role
Strong team player
Customer-centric: Devoted to ensuring our customers’ success and committed to advocating for our customers whenever possible
Solid communicator: Able to communicate confidently & concisely through Asana, via email, over the phone, or in person, with all audiences (from cross-functional team to customer Executives)
Self-motivated and curious: Bias for action and work effectively in a highly ambiguous, ever-changing environment
Driven, process-oriented person: Able to effectively balance competing priorities and make decisions that best support Asana, the team, and the customer
Proven track record of risk mitigation and effective retention strategies
Demonstrates curiosity about AI tools and emerging technologies, with a willingness to learn and leverage them to enhance productivity, collaboration, or decision-making

Responsibilities

Work with Asana customers across industries, functions, and stages of their customer journey in an assigned book of business
Drive customer outcomes and by conducting discovery to build rapport and deeply understand the customer’s needs, business processes, and vision
Leading design workshops to provide the customer firsthand experience in building or adapting their processes and challenge them on ways to improve their use of Asana
Storytelling through business reviews on value realized and areas of opportunity for deeper value
Empower customers to become self-sufficient Asana champions, solving for their immediate needs while focusing on their long term success, value realization, and retention
Co-create strategies and plays with your cross functional partners to drive the broadest engagement across our customer base, most meaningful engagement tactics, and best adoption and retention results
Proactively partner with Sales and Renewals to flag at risk accounts, provide customer insights, and highlight expansion opportunities and retention risks
Liaise with Support and Finance to help quarterback resolutions for customer issues