Enterprise CSM Manager — AI & Growth

Decisive Point; Chicago (IL); Hybrid; USD 214,000 - 252,000; Full time

Benefits offered by this job

Mental health, wellness & fitness bene

Career coaching & support

Inclusive family building benefits

Long-term savings or retirement plans

In-office culinary options

Job summary

Asana is seeking a Manager, Customer Success (L7) to lead our Enterprise Accounts team in Chicago, guiding health, growth, and strategic value delivery for our largest customers.

You will coach a team of Enterprise CSMs, design scalable programs, partner with Sales, Product, Enablement, and drive AI adoption while maintaining a relentless focus on executive relationships and retention. This office-based role features a hybrid schedule and competitive compensation.

Qualifications

• 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 AI/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.

Responsibilities

• 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.
• Build and nurture executive-level relationships with enterprise customers, serving as an escalation point, strategic advisor and leader for executive business reviews.
• 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.
• Identify, track, and mitigate churn risk while systematically surfacing and converting expansion opportunities.
• Partner closely with Sales on account strategy and collaborate with Product to capture product gaps, synthesize customer feedback, and influence the product roadmap.

Skills

People leadership

Executive relationship management

Program design

Churn risk management

Cross-functional collaboration

Data-driven decision making

Job description

Asana is seeking a Manager, Customer Success (L7) to lead our Enterprise Accounts team in Chicago, guiding health, growth, and strategic value delivery for our largest customers.

You will coach a team of Enterprise CSMs, design scalable programs, partner with Sales, Product, Enablement, and drive AI adoption while maintaining a relentless focus on executive relationships and retention. This office-based role features a hybrid schedule and competitive compensation.