Dedicated Customer Success Manager

The Enterprise Customer Success Manager is responsible for supporting and growing the largest and most strategic customers of Asana. They will guide customers in successfully deploying and adopting Asana across their organization, ensuring continuous business value. The role involves serving as a trusted point of contact throughout the customer lifecycle, as well as providing feedback to the Product team. The Customer Success Manager will also analyze customer usage data, collaborate with Sales counterparts, and act as the voice of the customers within the company.

• Support and grow the largest and most strategic customers
• Guide customers to successfully deploy and adopt Asana across their organization
• Ensure customers continuously gain business value from Asana products and services
• Engage customers using a consultative approach and position yourself as a long-term strategic partner
• Serve as the trusted point of contact throughout the customer lifecycle: Onboard, Adopt, Thrive, and Renew
• Provide feedback to the Product team and broader business as the voice of the customers
• Maintain ownership of a portfolio of strategic customers and drive adoption and retention of Asana
• Understand customer motivation, business drivers, strategic goals, and desired outcomes
• Co-create joint customer impact plans with success metrics, engagement and adoption strategy, timelines, communication, and expansion plans
• Execute all phases of the customer journey, including deployment design, change management consulting, workflow design, business performance reviews, roadmap advisory, and renewal touch points
• Develop and maintain an internal Champion Network across the customer's organization
• Analyze customer usage data to identify risks and opportunities and drive account-focused campaigns
• Partner with Sales counterparts to build strategic account plans, nurture executive relationships, and identify expansion opportunities
• Surface key trends and insights back to the Product, Research, and business teams
• Limited travel for on-site meetings, up to 10% of the time.

• 5+ years of experience in a Customer Success, Consulting, or Account Management role with large, complex Enterprise-level accounts
• Experience managing a book of high-value customer relationships
• Ability to drive customer success and align within complex organizational structures
• Strong cross-functional collaboration skills
• Customer-centric mindset
• Self-motivated and proactive team player
• Driven and process-oriented
• Strong understanding of the Japanese market
• Fluency in Japanese and English

• Comprehensive compensation package
• Market-based pay
• Yearly pay equity audit
• Base salary range between 10,032,000 JPY - 16,464,000 JPY
• Additional components such as equity, sales incentive pay, and benefits
• Opportunity to work with large, complex Enterprise-level accounts
• Support and guidance in deploying and adopting Asana successfully
• Opportunity to serve as a trusted point of contact for customers
• Voice of the customers, providing feedback to the Product team
• Opportunity to develop and maintain an internal Champion Network
• Data-driven campaigns to increase customer engagement and product adoption
• Collaboration with Sales counterparts to build strategic account plans
• Opportunity to nurture executive relationships and identify expansion opportunities
• Opportunity to surface key trends and insights back to the Product and business teams
• Limited long-haul travel (up to 10% of the time)
• Opportunity to work in a diverse, equitable, and inclusive company