Manager, Customer Success
About The Position
Asana’s Customer Success team helps customers maximize the value of Asana as a technology platform and a holistic approach to collaboration. The Manager, Customer Success (L7) leads the Enterprise Accounts team and owns the health, growth, and strategic value delivery of critical enterprise customer relationships. Reporting to Customer Success leadership, this role coaches and develops Enterprise Customer Success Managers, builds scalable programs to drive adoption and AI consumption, and partners across Sales, Product, and Enablement to support AI-driven transformation across the enterprise portfolio. The role is based in the San Francisco or New York office and follows an office-centric hybrid schedule. Standard in-office days are Monday, Tuesday, and Thursday. Most employees may work from home on Wednesdays; Friday work-from-home arrangements depend on the work and partner teams.
Requirements
- At least 7 years of experience in Customer Success or Account Management within Enterprise SaaS.
- At least 2–3 years in a direct people leadership or team management role.
- Proven track record managing complex, high-value enterprise accounts.
- Operationally minded leadership capability, including building, executing, and iterating on programs, playbooks, and processes at scale.
- Executive presence and comfort navigating C-suite relationships on behalf of the team and organization.
- Strong analytical skills and experience owning and reporting SaaS metrics, including GRR, NRR, and adoption KPIs.
- Exceptional cross-functional communication and ability to partner across Sales, Product, and Enablement.
- Curiosity about AI tools and emerging technologies, with willingness to learn and use them to enhance productivity, collaboration, or decision-making.
Nice To Haves
- Experience in the AI or ML space.
Responsibilities
- Coach, mentor, and develop Enterprise Customer Success Managers through regular one-on-ones, performance reviews, and career development planning.
- Define team goals, KPIs, and success metrics.
- Build and nurture executive-level customer relationships, act as an escalation point and strategic advisor, and lead executive business reviews.
- Design and launch scalable programs and operational frameworks to improve customer health, product adoption, AI consumption, and retention.
- Identify, track, and mitigate churn risk while surfacing and converting expansion opportunities.
- Partner with Sales on account strategy.
- Collaborate with Product to capture product gaps, synthesize customer feedback, and influence the product roadmap.
Benefits
- Mental health, wellness, and fitness benefits.
- Career coaching and support.
- Inclusive family building benefits.
- Long-term savings or retirement plans.
- In-office culinary options to cater to dietary preferences.
- Compensation package may include equity and, for most sales roles, sales incentive pay.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
