Enterprise Customer Success Manager

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 looking for an experienced Enterprise Customer Success Manager to help support and grow our largest and most strategic customers. As an Asana Enterprise CSM, you’ll guide the customer to deploy Asana successfully, adopt it widely across their organization and ensure they continuously gain business value from our products and services. 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.

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. To the entire Asana team, you’ll exemplify an empathetic, customer-centric perspective.

This role is based in our Tokyo office with an office-centric hybrid schedule. The standard in-office days are Tuesday, Thursday and one additional day of choice, which may be determined by your team. Most Asanas have the option to work from home on the two other weekdays they are not in office. If you're interviewing for this role, your recruiter will share more about the in-office requirements.

What you’ll achieve:

• Maintain ownership of a portfolio of strategic customers, weaving a web to develop new relationships while supporting existing teams to ultimately drive adoption and retention of Asana across their organization
• Work with customers to understand their motivation, business drivers, strategic goals and desired business outcomes; co-create joint customer impact plans that include success metrics, engagement and adoption strategy, timelines, communication, and plan to expand.
• Execute on all phases of the customer journey, including deployment design and execution, change management consulting, workflow design, business performance reviews, roadmap advisory, and renewal touch points
• Develop and maintain an internal Champion Network across customer’s organization, facilitating workshops on best known practices
• Analyze customer usage in internal data systems to identify, communicate, and act upon both risks and opportunities; proactively drive data-driven, account-focused campaigns to increase customer engagement and product adoption
• Partner closely with Sales counterparts to build strategic account plans, nurture executive relationships, facilitate Executive Business Reviews, and identify expansion opportunities
• Serve as the voice of your customers by surfacing key trends and insights back to our Product, Research, and business teams
• Request toward on-site meetings will depend to the customer, but long haul travel will be limited and up to 10% of the time

About you:

• 5+ years of experience in a Customer Success, Consulting, or Account Management role where you worked with large, complex Enterprise-level accounts
• Experience managing a book of high-value customer relationships. You’re able to drive customer success and align within complex organizational structures, building trust with a broad range of stakeholders, from C-Suite Executives, Department Leads, to day-to-day Asana users
• Customer-centric at your core. You’re devoted to ensuring our customers’ success and adoption of Asana and advocate for regional customers’ needs
• Strong cross-functional collaborator with experience partnering with Account Executives or Partners to provide a high quality, thoughtful customer experience
• Self-motivated, proactive team player. You have a bias for action and work effectively in a highly ambiguous, ever-changing environment. You’re able to zoom into granular details and also zoom out to understand the larger strategy and philosophy of how and why decisions are made
• Driven, process-oriented person. You’re able to effectively balance competing priorities and make decisions that best support the customer, the team, and Asana. 
• Strong understanding of the Japanese market
• Fluency in Japanese and English

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.

About us

#LI-FN1