Description
We are seeking an experienced Enterprise Customer Success Manager to support and grow our largest and most strategic customers.
As an Asana Enterprise CSM, you'll guide customers to deploy Asana successfully, adopt it widely across their organization, and ensure continuous business value from our products and services.
What you'll achieve
- Maintain ownership of a portfolio of strategic customers, developing new relationships and supporting existing teams to drive adoption and retention of Asana.
- Collaborate with customers to understand their motivations, business drivers, and goals; co-create joint customer impact plans.
- Execute on all phases of the customer journey, including deployment design, change management consulting, workflow design, and renewal touch points.
- Develop and maintain an internal Champion Network across customer's organization.
- Analyze customer usage to identify risks and opportunities; drive data-driven campaigns to increase customer engagement and product adoption.
- Partner with Sales counterparts to build strategic account plans and identify expansion opportunities.
- Serve as the voice of your customers, surfacing key trends and insights back to our Product, Research, and business teams.
- Travel on-site up to 10% of the time, depending on customer needs.
About you
- Demonstrates curiosity about AI tools and emerging technologies.
- 5+ years of experience in Customer Success, Consulting, or Account Management with large, complex Enterprise-level accounts.
- Experience managing high-value customer relationships and driving customer success.
- Customer-centric with a devotion to ensuring customer success and adoption.
- Strong cross-functional collaborator with experience partnering with Account Executives or Partners.
- Self-motivated, proactive team player with a bias for action.
- Driven, process-oriented mindset with the ability to balance competing priorities.
- Strong understanding of the Japanese market.
- Fluency in Japanese is required; proficiency in English is preferred.