Customer Success Manager

Asana; San Francisco (CA); On-site; USD 180,000 - 300,000; Full time

Benefits offered by this job

Comprehensive health benefits

Parental leave program

In-house culinary program

Job summary

Asana is seeking a Manager, Customer Success (L7) to lead our Enterprise Accounts team, owning health, growth, and strategic value delivery for top customers. You will coach a team of Enterprise CSMs, build scalable programs for adoption and AI consumption, and serve as a cross-functional partner with Sales, Product, and Enablement.

You will guide 7+ years in Customer Success with a focus on enterprise relationships, driving metrics, and executive engagement, while shaping programs at scale and

Qualifications

• 7+ years of experience in Customer Success or Account Management within Enterprise SaaS.
• 2–3 years in direct people leadership or team management.
• Strong analytical mindset with experience owning and reporting SaaS metrics (GRR, NRR, adoption KPIs).
• Operationally minded leader capable of building, executing, and iterating programs, playbooks, processes at scale.
• Proven track record managing complex, high-value enterprise accounts; AI/ML space experience preferred.
• Exceptional cross-functional communicator with Sales, Product, Enablement.
• Curiosity about AI tools and willingness to learn and leverage them.

Responsibilities

• Coach, mentor, and develop a high-performing Enterprise CSM team with clear goals and KPIs.
• Build scalable programs and drive adoption and AI consumption across the portfolio.
• Maintain executive relationships and act as strategic advisor during business reviews.
• Identify churn risk and surface expansion opportunities.
• Collaborate with Sales, Product, and Enablement to capture feedback and influence roadmaps.

Skills

Enterprise SaaS experience

People leadership

Analytical mindset

Program scaling

Executive stakeholder management

Cross-functional collaboration

Curiosity about AI tools

Job 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. 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
• 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. Reporting to Customer Success leadership, you will coach and develop a team of Enterprise Customer Success Managers, build scalable programs that drive adoption and AI consumption, and serve as a key cross-functional partner across Sales, Product, and Enablement. You will bring people leadership, operational excellence, and customer obsession to drive AI-driven transformation across our enterprise portfolio
• 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

Benefits

• Benefits - From comprehensive health benefits including mental health programs and coaching to our in-house culinary program and supportive parental leave policies, our benefits are intentionally designed to ensure that you are energized, focused, and thriving
• Development: We know that growth isn't always linear, so we'll support you in achieving your personal and professional goals. You'll have the opportunity to take on big responsibilities that impact our success as a company and challenge you in new and fulfilling ways.
• Career growth: Your growth at Asana centers on ownership, access, and choice. All employees can tap into resources that support their growth and their team's growth in the way that works best for their unique needs.

Commanding executive presence with comfort navigating C-suite relationships on behalf of your team and the organization7+ 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 roleStrong analytical mindset with experience owning and reporting against key SaaS metrics, including GRR, NRR, and adoption KPIsOperationally minded leader capable of building, executing, and iterating on programs, playbooks, and processes at scaleProven track record managing complex, high-value enterprise accounts, with experience in the AI or ML space strongly preferredExceptional cross-functional communicator skilled at partnering across Sales, Product, and Enablement teamsDemonstrates curiosity about AI tools and emerging technologies, with a willingness to learn and leverage them to enhance productivity, collaboration, or decision-making