Strategic Customer Success Manager

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

We are looking for a Strategic Customer Success Manager (CSM) to help support and grow our largest and most strategic customer, based in Seattle. As a Strategic CSM, you’ll ensure our top account deploys Asana successfully, adopts it widely across their organization, and realizes business value from Asana. By engaging your customer 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.

This is a field role based in Seattle with an expectation of frequent on-site visits with the customer. If you're interviewing for this role, your recruiter will share more about the on-site requirements.

What you’ll achieve

• Oversee and nurture our relationship with our largest account, ensuring their ongoing success by addressing their needs and proactively identifying opportunities to enhance the value we provide.
• Develop and execute a comprehensive customer success strategy aligned with the account’s objectives, ensuring their continued satisfaction and success with our products/services. 
• Collaborate with the account and account team to align long-term strategies, mutual goals, and future plans that drive value for both parties, positioning our solutions as essential to their success.
• Establish and maintain strong, multithreaded relationships with decision-makers, stakeholders, influencers, and C-suite executives within the account, ensuring alignment and support for strategic initiatives.
• Lead contract renewal discussions by showcasing the value and impact Asana’s solutions have on their business.
• Leverage your industry knowledge to provide consultative guidance to the account, applying information technology solutions to address complex business challenges and achieve their business objectives.
• Conduct on-site visits with the customer up to 25% of the time for deeper engagement and relationship-building.

About you

• Minimum of 10 years of experience in a SaaS-based Customer Success or Account Management role, with a focus on supporting large, strategic, or high-profile accounts.
• Proven success in leading engagements with global enterprise companies, emphasizing value realization and successful transitions.
• Strong track record of leading enterprise transformations and ensuring overall customer success.
• Ability to produce and execute a comprehensive adoption path, detailing the current state, target future state, timeline, underlying enablement plan, and scope of services to meet customer needs.
• Proven ability to establish and lead a COE to drive best practices and innovation in customer success strategies.

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 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 $167,200 - $226,400. 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.

We strive to provide equitable and competitive benefits packages that support our employees worldwide and include:

• Mental health, wellness & fitness benefits
• Career coaching & support
• Inclusive family building benefits
• Long-term savings or retirement plans
• In-office culinary options to cater to your dietary preferences

These are just some of the benefits we offer, and benefits may vary based on role, country, and local regulations. 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.

About us

Asana helps teams orchestrate their work, from small projects to strategic initiatives. Millions of teams around the world rely on Asana to achieve their most important goals, faster. Asana has been named a Top 10 Best Workplace for 5 years in a row, is Fortune's #1 Best Workplace in the Bay Area, and one of Glassdoor’s and Inc.’s Best Places to Work. After spending more than a year physically distanced, Team Asana is safely and mindfully returning to in-person collaboration, incorporating flexibility that adds hybrid elements to our office-centric culture. With 11+ offices all over the world, we are always looking for individuals who care about building technology that drives positive change in the world and a culture where everyone feels that they belong. 

We believe in supporting people to do their best work and thrive, and building a diverse, equitable, and inclusive company is core to our mission. Our goal is to ensure that Asana upholds an inclusive environment where all people feel that they are equally respected and valued, whether they are applying for an open position or working at the company. We provide equal employment opportunities to all applicants without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by law. We also comply with the San Francisco Fair Chance Ordinance and similar laws in other locations.

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