Scaled Customer Success Manager

At Asana, we’re building collaboration software to help every team in the world become more effective in working together and realizing their goals. Our Customer Success team is committed to helping customers adopt Asana as both a technology product and a holistic approach to teamwork. We strive to help all of our customers, across countries, industries, and functions, get off on the right foot and continue to get the most value out of Asana over time.

We are formally launching a Scaled Customer Success program to drive adoption and retention across a broader customer base. We're looking for a Customer Success Manager (CSM), Scaled to partner with customers on how to best leverage Asana to achieve their unique business objectives. Your engagements with customers, while time bound, will result in their increased satisfaction with and confidence in Asana as their organization’s work management solution. Equipped with the knowledge of what it takes for customers to succeed with Asana, you will serve as a thought partner and lifeline to customers. 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. Along with most Asanas, you’ll work from this office in person on Mondays, Tuesdays, and Thursdays. Most Asanas have the option to work from home on Wednesdays and Fridays. If you're interviewing for this role, your Talent Acquisition Partner will share more about the in-office requirements. 

What you’ll achieve

• Work with Asana customers across industries, functions, and stages of their customer journey in both time bound 1:1 and scaled manners 
• Drive customer outcomes and value via time bound engagements by:
• Conducting discovery to build rapport and deeply understand the customer’s needs, business processes, and vision
• Consulting on change management to help customers more easily adopt Asana as a way of working
• Leading design workshops to provide the customer firsthand experience in building or adapting their processes and challenge them on ways to improve their use of Asana
• Surfacing the best scaled resources based upon the customer’s needs
• Storytelling through business reviews on value realized and areas of opportunity for deeper value
• Empower customers to become self-sufficient Asana champions, solving for their immediate needs while focusing on their long term success, value realization, and retention
• Co-create strategies and plays with your Scaled CS team to drive the broadest engagement across our customer base, most meaningful engagement tactics, and best adoption and retention results
• Act as a cross-functional superstar:
• Proactively partner with Sales and Renewals to flag at risk accounts, provide customer insights, and highlight expansion opportunities and retention risks
• Liaise with Support and Finance to help quarterback resolutions for customer issues
• Serve as the voice of your customers cross-functionally, providing feedback to the Product team and broader business 

About you

• 1 year demonstrated success in an Account Management or Customer Success role
• Fluent in English
• Strong team player
• Customer-centric: Devoted to ensuring our customers’ success and committed to advocating for our customers whenever possible
• Solid communicator: Able to communicate confidently & concisely through Asana, via email, over the phone, or in person, with all audiences (from cross-functional team to customer Executives)
• Self-motivated and curious: Bias for action and work effectively in a highly ambiguous, ever-changing environment
• Driven, process-oriented person: Able to effectively balance competing priorities and make decisions that best support Asana, the team, and the customer

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 achieving our mission. We believe that compensation should be reflective of the value you create relative to the market value of your role. To ensure pay is fair and not impacted by biases, we're committed to looking at market value which is why we check ourselves and conduct a yearly pay equity audit. 

For this role, the estimated base salary range is between $107,000 - $165,000. The actual base salary will vary based on various factors, including market and individual qualifications objectively assessed during the interview process. The listed range above is a guideline, and the base salary range for this role may be modified.

In addition to base salary, your compensation package may include additional components such