Customer Success Manager - Top Accounts

Asana; San Francisco (CA); On-site; USD 185,000 - 219,000; Full time

Job summary

Asana is seeking a Customer Success Manager for Top Accounts to support strategic customers. The role involves relationship management, strategic planning, and ensuring customer satisfaction through effective engagement and advocacy. The ideal candidate will have extensive experience in SaaS Customer Success and a strong customer-centric mindset.

Benefits

Mental health support

Career coaching

Family benefits

Retirement plans

Qualifications

• Minimum 12 years of professional experience, 8 in SaaS Customer Success.
• Experience managing complex enterprise accounts.

Responsibilities

• Develop and nurture relationships with senior decision-makers.
• Manage all phases of the customer journey and ensure value.
• Analyze customer adoption trends to drive engagement.

Skills

Customer-centric mindset

Organizational skills

Analytical skills

Adaptability

Job description

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

Role Overview

We are looking for a Customer Success Manager, Top Accounts (CSM) to support and grow our most strategic accounts, including our largest customer. As a Top Accounts CSM, you will guide a portfolio of customers to deploy Asana successfully, promote its adoption across their organization, and ensure they continuously gain value from it. You will engage customers using a consultative approach, positioning yourself as a trusted long-term strategic partner and serving as the primary point of contact throughout their lifecycle: onboarding, value creation, and renewal.

Key Responsibilities

1. Relationship Management: Develop, nurture, and own relationships at all organizational levels, focusing on senior decision-makers; serve as a trusted advisor on collaborative work management.
2. Strategic Planning: Partner with customers to identify strategic goals and co-create impact plans with clear success metrics and engagement strategies.
3. Customer Journey Execution: Manage all phases of the customer journey, ensuring value through deployment strategies, change management, workflow design, business reviews, roadmap consultations, and renewal negotiations.
4. Collaboration with Sales: Work with Sales to develop strategic account plans, nurture executive relationships, manage renewals, and identify expansion opportunities.
5. Customer Advocacy: Develop internal Champion Networks or Centers of Excellence within customer organizations to foster advocacy and facilitate testimonials or case studies.
6. Data Analysis: Analyze customer adoption trends to drive targeted engagement campaigns and enhance product adoption.
7. Retention and Risk Management: Forecast and report on retention and renewal trends, proactively addressing risks to ensure customer satisfaction and long-term success.
8. Customer Voice: Serve as the voice of your customers by providing feedback to R&D and business teams based on customer insights.
9. Travel: Travel and meet customers on-site up to 35% of the time.

Qualifications

• Minimum of 12 years of professional experience, including at least 8 years in SaaS Customer Success or Account Management roles.
• Experience managing and owning the full renewal cycle for strategic customers.
• Proven track record managing complex enterprise accounts, implementing large-scale technology solutions with diverse stakeholders.
• Customer-centric mindset, dedicated to customer success and advocacy.
• Highly organized, process-oriented, and able to prioritize effectively.
• Self-motivated, proactive, and adaptable to changing environments.

Additional Information

We value diverse backgrounds and perspectives. If you're interested but don't meet every requirement, we encourage you to apply.

Compensation and Benefits

The estimated base salary range is $185,600-$218,400, with actual compensation based on market and individual factors. Benefits include mental health support, career coaching, family benefits, retirement plans, and more. Details will be discussed during the interview process.

About Asana

Asana helps teams orchestrate their work, from small projects to strategic initiatives. Millions rely on us to achieve their goals faster.