Description
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.
As a Manager, Customer Success (L7), you will lead our Enterprise Accounts team, taking ownership of the health, growth, and strategic value delivery of our most critical enterprise customer relationships.
What you’ll achieve
- People Leadership & Coaching: Coach, mentor, and develop a high-performing team of Enterprise CSMs through regular 1:1s, performance reviews, and career development planning while defining goals, KPIs, and success metrics.
- Executive Relationship Advisory: Build and nurture executive-level relationships with enterprise customers, serving as an escalation point, strategic advisor, and leader for executive business reviews.
- Program & Operational Scaling: Design and launch scalable programs and operational frameworks to improve customer health, drive product adoption and AI consumption, and optimize retention across the enterprise portfolio.
- Portfolio Risk & Opportunity Management: Identify, track, and mitigate churn risk while systematically surfacing and converting expansion opportunities.
- Cross-Functional Voice of Customer: Partner closely with Sales on account strategy and collaborate with Product to capture product gaps, synthesize customer feedback, and influence the product roadmap.
About you
- Demonstrates curiosity about AI tools and emerging technologies, with a willingness to learn and leverage them to enhance productivity, collaboration, or decision-making.
- 7+ years of experience in Customer Success or Account Management within Enterprise SaaS, with at least 2–3 years in a direct people leadership or team management role.
- Proven track record managing complex, high-value enterprise accounts, with experience in the AI or ML space strongly preferred.
- Operationally minded leader capable of building, executing, and iterating on programs, playbooks, and processes at scale.
- Commanding executive presence with comfort navigating C-suite relationships on behalf of your team and the organization.
- Strong analytical mindset with experience owning and reporting against key SaaS metrics, including GRR, NRR, and adoption KPIs.
- Exceptional cross-functional communicator skilled at partnering across Sales, Product, and Enablement teams.
What we’ll offer
- The estimated OTE range is between $238,000-280,000.
- Comprehensive compensation package, including equity, sales incentive pay, and benefits.
- Benefits include mental health, wellness & fitness benefits, career coaching & support, inclusive family building benefits, long-term savings or retirement plans, and in-office culinary options.