Manager, Customer Success
About The Position
Asana’s Customer Success team helps customers maximize the value of Asana as both a technology platform and a holistic approach to collaboration. The team works across high-touch and scalable success models to deepen use of the work graph and deliver customer value consistently. 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 person coaches and develops Enterprise Customer Success Managers, builds scalable programs that drive adoption and AI consumption, and partners across Sales, Product, and Enablement to drive AI-driven transformation across the enterprise portfolio. The role is based in Asana’s Chicago office with 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
- 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.
- A proven track record managing complex, high-value enterprise accounts.
- Ability to build, execute, and iterate on programs, playbooks, and processes at scale.
- Executive presence and comfort navigating C-suite relationships on behalf of a team and organization.
- Strong analytical skills and experience owning and reporting on SaaS metrics, including GRR, NRR, and adoption KPIs.
- Exceptional cross-functional communication and ability to partner across Sales, Product, and Enablement teams.
- Curiosity about AI tools and emerging technologies, and 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 a high-performing team of 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 relationships with enterprise customers, acting as an escalation point and strategic advisor and leading executive business reviews.
- Design and launch scalable programs and operational frameworks to improve customer health, product adoption, AI consumption, and retention across the enterprise portfolio.
- Identify, track, and mitigate churn risk, and systematically surface and convert expansion opportunities.
- Partner with Sales on account strategy.
- Collaborate with Product to capture product gaps, synthesize customer feedback, and influence the product roadmap.
- Partner across Sales, Product, and Enablement.
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.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
