Customer Success Manager, Top Accounts

Asana•Chicago, IL

11d•Hybrid

About The Position

The Asana Customer Success Team is at the forefront of the next industrial revolution: helping the world’s most sophisticated organizations deploy Asana as the system for human + AI coordination at scale. As a Customer Success Manager for Top Accounts, you are not just managing software; you are a strategic advisor helping our largest customers deploy Asana as the definitive system for AI coordination. You will lead the charge in building durable adoption and driving measurable business outcomes that define the future of work. 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 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

10+ years of professional experience, featuring 6+ years of proven success driving retention and expansion within SaaS-based Customer Success or Account Management.
Forward-Thinking Strategic Leader: You are a seasoned professional who embraces the ever changing and emerging technology landscape. You can translate complex workflows, including AI and work management capabilities, into tangible business value.
Executive Leadership & Strategic Impact: Orchestrate high-stakes enterprise accounts (including Fortune 500), leading complex technology implementations and driving growth through both product-led and sales-led motions.
Account Management & Value Realization: Own and scale high-value portfolios, delivering white-glove post-sales services that secures long-term advocacy across diverse stakeholder groups, from C-level to functional admins. Bridge the gap between micro-adoption and macro-strategy, analyzing end-user behaviors to ensure product usage translated into scalable, measurable organizational impact.
Operational Excellence & Innovation: Future-proof customer workflows by advising on AI-enabled SaaS, automation, and the operationalization of AI to drive efficiency and competitive advantage. Thrive in high-ambiguity environments, balancing high-level strategic planning with a "bias toward action" and disciplined, detail-oriented execution.
Customer-centric internal advocate, deeply committed to synthesizing customer feedback into actionable insights for product and cross-functional teams.
Demonstrates curiosity about AI tools and emerging technologies, with a willingness to learn and leverage them to enhance productivity, collaboration, or decision-making

Nice To Haves

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.

Responsibilities

Driving AI-First Adoption + Value Realization: In this role, you will move beyond tactical support to become a trusted advisor on the collaborative work management space and AI operationalization.
Executive Relationship Management: Orchestrate and own high-stakes relationships across all organizational tiers, acting as a trusted advisor to C-Suite stakeholders on collaborative work management and the integration of Human + AI coordination.
Strategic Success Planning: Partner with customers to architect AI adoption roadmaps and Success Plans that align technical implementation with measurable business outcomes and strategic KPIs.
Lifecycle Execution & Enablement: Drive the end-to-end customer journey, delivering value through complex change management, AI governance frameworks, workflow optimization, and business reviews.
Commercial Strategy & Growth: Collaborate with Sales to engineer strategic account plans, securing renewals and identifying high-value expansion opportunities through deep executive alignment.
Advocacy & Scaling: Establish and scale internal Centers of Excellence (CoE) and Champion Networks, transforming power users into brand advocates to generate high-impact case studies and testimonials.
Data-Driven Proactivity: Leverage usage analytics to launch targeted engagement campaigns and deploy proactive risk-mitigation strategies, ensuring high retention and long-term customer health.
Product Voice & Feedback Loop: Serve as a strategic conduit between customers and R&D, translating complex field requirements into actionable insights for product roadmaps and business strategy.
Field Engagement: Execute high-touch, on-site engagements (up to 25% travel) to deepen partnerships and ensure successful deployment within the customer's physical environment.