Manager, Customer Success DACH

Our Customer Success team is committed to helping customers maximize the value of Asana as both a technology platform and a holistic approach to collaboration. From high touch to scalable success, our goal is to deepen the usage of the whole work graph, resulting in delivering unmatched value with scalability and consistency. 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 seeking an experienced and dynamic leader to manage our Customer Success team across the DACH regions. This role is crucial for ensuring our customers achieve maximum value from our products, driving retention, and identifying opportunities for expansion. 

Reporting to the Head of International Customer Success, the successful candidate will be responsible for defining the regional Customer Success strategy, mentoring a high-performing team, and collaborating closely with Sales, Product, and Marketing departments.

You must be a hands-on leader who enjoys leading from the front and getting into details while also being able to think and act strategically. A core priority is to be a leader for your team, acting as a mentor and a coach who is able to guide team members through challenging situations and help them keep customer engagements on track. You'll do this all while keeping pace with rapid organisational growth and in coordination with global teams.

This role is based in our Munich 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 recruiter will share more about the in-office requirements.

What you’ll achieve:

• Define and execute the Customer Success strategy for the UKI and Northern Europe regions, aligning with global objectives.
• Lead, mentor, and coach a team of Customer Success Managers (CSMs) to drive exceptional performance, professional growth, and customer advocacy.
• Establish and monitor key performance indicators (KPIs) for the region, including Net Revenue Retention (NRR), Gross Retention, Customer Lifetime Value (CLV), and Customer Health Score.
• Drive continuous improvement in the customer journey and Customer Success processes.
• Oversee the management of a portfolio of key regional accounts, ensuring high customer satisfaction and engagement.
• Act as an escalation point for critical customer issues and ensure timely resolution by the team.
• Collaborate with the Sales team on handover processes and identify opportunities for upsells and cross-sells.
• Own and drive the regional QBR (Quarterly Business Review) schedule, ensuring strategic value is delivered to top-tier customers.
• Partner with regional Sales leaders to align on account strategy and growth targets.
• Provide valuable customer feedback to the Product and Engineering teams to influence the product roadmap.
• Work with Marketing to develop customer testimonials, case studies, and reference programs.

About you:

• Experience: 5+ years of experience in Customer Success or Account Management, with a minimum of 3 years in a leadership or management role.
• Regional Knowledge: Proven experience managing teams or customer bases across the DACH markets.
• Skills: Exceptional leadership, communication, and interpersonal skills. Strong analytical and problem-solving abilities.  
• Leadership: Dedicated people leader who is passionate about developing early- to mid-career team members.  A leader with a bias towards action and ability to build and make the business case for Customer Success investments
• Customer obsessed: Strong customer obsession with a passion for understanding, driving, and improving customer adoption of Asana’s solution.
• Cross functional team player: Skilled in navigating cross-functional relationships to gain buy-in in a high-growth SaaS environment.
• Tool Proficiency: Experience with CRM software (e.g., Salesforce) and Customer Success platforms (e.g., Gainsight, ChurnZero).
• Demonstrates curiosity about AI tools and emerging technologies, with a willingness to learn and leverage them to enhance productivity, collaboration, or decision-making.

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 encourag