Head of Strategic Customer Success

We’re looking for an experienced people leader to provide strategic and operational leadership for our Dedicated Customer Success (dCS) team that manages a portfolio of key strategic (STRAT) customers across North America (NAMER).

As the STRAT CS leader, you will report to the Head of CS for NAMER and lead a fast-growing function responsible for driving change management and customer adoption, building champion relationships, and developing mission-critical workflows -- all to ensure customers are growing in a healthy way, in line with the goals they have with Asana. You will lead and inspire your team (currently 5 Strat CSMs) to help customers adopt Asana as both a product and a new way of working within their organizations.

Your team of Dedicated Customer Success Managers act as trusted advisors to Asana’s most important customers and work in close partnership with Account Executives and other supporting roles to provide lifecycle management to high-value customers. Your direct reports will be responsible for all of our high-value customers across NAMER. You will partner with the Head of dCS NAMER, Head of STRAT Sales and other CS Leads to create  our Strat playbook.

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. You will drive a vision to make Asana’s Customer Success experience a sustained competitive differentiator in the market and ensure Asana becomes the work management tool of choice for some of the largest and most impactful companies in the world.

What you’ll achieve

• Lead creation of a differentiated customer experience for Asana’s most valuable (and often complex) customers
• Scale the STRAT CS team through recruitment, training, coaching, and development.
• Define Asana’s playbook of approaches for STRAT (10,000+ employees) customers -- focused on improving customer adoption, building relationships, creating mission-critical workflows and driving recurring revenue.
• Drive three primary metrics: increase breadth and depth of product usage, cultivate champion relationships, and report on customer ROI to drive NRR.
• Catalyze new business by partnering with Professional Services, Channel, Customer Advocacy and Customer Marketing to increase the number of customer champions and reference-ability of customers. 
• Drive alignment with key partner teams in Sales, Solutions Engineering, and UO.
• Work with Revenue Operations to drive customer learnings and operational analytics.
• Act as an escalation point -- working with the team to develop solutions to problems, drive customer alignment, and directly engage with customers.

About you

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 organizational growth and in coordination with global teams.

• 6+ years of CS leadership, building teams within high-growth SaaS organization(s), with demonstrated experience defining segment support for high-value, high-touch, strategic accounts.
• Customer obsessed -- a passion for understanding, driving, and improving customer adoption of Asana’s product.
• Dedicated people manager who gets satisfaction from developing mid-career team members. 
• A leader with a bias towards action and the ability to build and make the business case for CS investments.
• Skilled in navigating cross-functional relationships to get buy-in in a high-growth SaaS environment.
• Exposure to & direct experience in:
• Leading a team that is part of a global, matrixed organization.
• Building and managing a post-sale team that maintains multi-faceted lifecycle relationships with Strategic (10,000+ employees) customers. 
• Partnering effectively with sales leadership to deliver on shared goals

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 $190,000 - $258,000. 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 as equity, sales incentive pay (for most sales roles), and benefits. If you're interviewing for this role, speak with your Talent Acquisition Partner to learn more about the total compensation and benefits for this role.