Customer Success Manager - Top Accounts

Our Customer Success Team is committed to helping customers adopt Asana as a collaborative work management platform. We strive to help all of our customers, across countries, industries, and functions, get the most value out of Asana over time.

We are looking for a Customer Success Manager, Top Accounts (CSM) to help support and grow one of our most strategic books of business – including our largest customer. As a Top Accounts CSM, you’ll guide a portfolio of customers to deploy Asana successfully, adopt it widely across their organization, and ensure they continuously gain business value from Asana. By engaging your customers using a consultative approach, you’ll position yourself as a preferred long-term strategic partner and serve as the trusted point of contact across their lifecycle: onboarding, value creation, and renewal. 

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 Talent Acquisition Partner will share more about the in-office requirements. 

What you’ll achieve

• Develop, nurture and own relationships at every level of the organization with a hyper focus on senior-level and decision-making stakeholders; Serve as a trusted advisor on collaborative work management.
• Partner with customers to identify their strategic goals and co-create impact plans with clear success metrics and engagement strategies.
• Execute all phases of the customer journey; ensuring value through deployment strategies, change management, workflow design, business performance reviews, roadmap consultations and renewal negotiations.
• Collaborate with Sales to develop strategic account plans, nurture executive relationships, manage renewals, and explore expansion opportunities.
• Develop and maintain an internal Champion Network or Center of Excellence within the customer’s organization to help foster customer advocacy and facilitate customer testimonials or case studies.
• Analyze customer adoption to identify trends in order to drive targeted campaigns for enhanced engagement and product adoption. 
• Forecast and report on retention and renewal trends while proactively identifying and mitigating risks to drive customer satisfaction and long-term success.
• Serve as the voice of your customers by surfacing key trends and insights back to R&D and business teams based on your knowledge of customers needs.
• Travel and meet customers on-site up to 35% of the time.

About you

• Proven professional experience of a minimum of 12 years, with at least 8 years in a SaaS-based Customer Success or Account Management role. 
• Prior experience managing and owning the full renewal cycle of the hughes value, strategic customers for your organization. 
• Prior experience managing extensive, complex enterprise-level accounts with a focus on implementing large-scale technology solutions while working with a broad range of stakeholders, from C-Suite and administrators to functional leaders.
• Customer-centric at your core – you’re devoted to ensuring our customers’ success and adoption of Asana and advocate for customers’ needs.
• Organized, driven and process-oriented. You’re able to effectively balance competing priorities and make decisions that best support Asana, the team, and the customer. You’re flexible and able to efficiently switch contexts across customer scenarios. You develop systems to stay organized for not only your day-to-day but also partnering with internal cross-functional teams.
• Self-motivated, proactive team player. You are biased for action and work effectively in a highly ambiguous, ever-changing environment. You’re able to zoom in on most granular details and also zoom out to understand the philosophy of how and why decisions are made.

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.

What we’ll offer

Our comprehensive compensation package plays a big part in how we recognize you for the impact you have on our path to ac