Customer Success Manager - Portfolio Accounts
About The Position
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, including Asana Intelligence and our AI-powered features, to achieve their unique business objectives. Your engagements will result in customers’ increased satisfaction with and confidence in Asana as their organization’s work management and AI coordination platform. Equipped with deep product knowledge and an AI-forward mindset, you will serve as a strategic thought partner and trusted advisor, 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 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.
Requirements
- 5+ years of demonstrated success in an Account Management or Customer Success role
- Represent the voice of the customer back to Product regarding AI feature gaps, opportunities, and adoption blockers
- Data literacy: Comfortable working with usage data, health scores, and platform analytics to inform account strategy and customer conversations
- AI adoption consulting: Experience helping customers evaluate, adopt, or scale AI tools in their workflows, or a demonstrable ability to learn and advise on this rapidly
- Change management for technology transitions: Ability to guide organizations through process and behavioral shifts, especially as AI capabilities evolve
- 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 journey in an assigned book of business
- Conduct discovery to build rapport and deeply understand customers’ needs, business processes, and vision
- Consult on change management to help customers adopt Asana as a new way of working
- Lead design workshops to give customers firsthand experience building and adapting their processes in Asana
- Deliver storytelling business reviews that articulate value realized and identify areas of opportunity for deeper impact
- Empower customers to become self-sufficient Asana champions, balancing immediate needs with long-term success and retention
- Consult on AI adoption strategy: translate Asana’s AI capabilities into measurable business outcomes for customers, including consumption-based planning, ROI framing, and executive storytelling
- Drive change management for AI transformation: help customers navigate the people, process, and technology shifts required to move from tool adoption to genuine AI-enabled productivity
- Act as the primary advisor when customers ask: “How can AI help my team work better?”, connecting specific Asana AI features to their workflows, industry context, and goals
Benefits
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
