Manager, Customer Success San Francisco

Asana, Inc.; San Francisco, Northern (CA, KY); Hybrid; USD 238,000 - 280,000; Full time

Benefits offered by this job

Mental health, wellness & fitness

Career coaching & support

Inclusive family building benefits

Long-term savings or retirement plans

In-office culinary options

Job summary

Asana in San Francisco seeks a Manager, Customer Success (L7) to lead our Enterprise Accounts team and own health, growth, and strategic value for top customers. You will coach Enterprise CSMs and partner across Sales, Product, and Enablement to scale adoption and AI-driven outcomes.

This role requires 7+ years in Enterprise SaaS with leadership experience, executive presence, and a track record managing high-value accounts.

Qualifications

• 7+ years of experience in Customer Success or Account Management within Enterprise SaaS, with 2–3 years in people leadership.
• Experience managing complex, high-value enterprise accounts; AI/ML space preferred.
• Operationally minded leader who can build, execute, and iterate on programs, playbooks, and processes at scale.
• Commanding executive presence navigating C-suite relationships on behalf of the team.
• Strong analytical mindset with experience owning and reporting SaaS metrics (GRR, NRR, adoption KPIs).
• Exceptional cross-functional communicator across Sales, Product, Enablement teams.

Responsibilities

• Coach, mentor, and develop a high-performing team of Enterprise CSMs with regular 1:1s and career development planning.
• Manage executive-level relationships with enterprise customers as escalation point and strategic advisor.
• Design and launch scalable programs to improve health, adoption, AI consumption, and retention.
• Identify churn risk and surface expansion opportunities across the portfolio.
• Partner with Sales on account strategy and collaborate with Product to capture feedback and influence roadmaps.

Skills

People leadership

Enterprise SaaS experience

Executive relationship management

Program design & scaling

C-suite communication

SaaS metrics analysis

Cross-functional collaboration

AI/ML experience

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.

This role is based in our San Francisco office with an office-centric hybrid schedule. The standard in-office days are Monday, Tuesday, and Thursday. Most Asanas have the option to work from home on Wednesdays. Working from home on Fridays depends on the type of work you do and the teams with which you partner. If you're interviewing for this role, your recruiter will share more about the in-office requirements.

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.

At Asana, we're committed to building teams that include a variety of backgrounds, perspectives, and skills, as this is critical to helping us achieve our mission. If you're interested in this role and don't meet every listed requirement, we still encourage you to apply.

What we’ll offer

Our comprehensive compensation package plays a big part in how we recognize you for the impact you have on our path to achieving our mission. We believe that compensation should be reflective of the value you create relative to the market value of your role. To ensure pay is fair and not impacted by biases, we're committed to looking at market value which is why we check ourselves and conduct a yearly pay equity audit.

For this role, the estimated base salary range is between $238,000-280,000. The actual base salary will vary based on various factors, including market and individual qualifications objectively assessed during the interview process. The listed range above is a guideline, and the base salary range for this role may be modified.

In addition to base salary, your compensation package may include additional components such as equity, sales incentive pay (for most sales roles), and benefits. If you're interviewing for this role, speak with your recruiter to learn more about the total compensation and benefits for this role.

We strive to provide equitable and competitive benefits packages that support our employees worldwide and include:

• Mental health, wellness & fitness benefits
• Career coaching & support
• Inclusive family building benefits
• Long-term savings or retirement plans
• In-office culinary options to cater to your dietary preferences

These are just some of the benefits we offer, and benefits may vary based on role, country, and local regulations. If you're interviewing for this role, speak with your Talent Acquisition Partner to learn more about the total compensation and benefits for this role.

About us

Asana is a leading platform for human + AI collaboration. Millions of teams around the world rely on Asana to achieve their most important goals, faster. Asana has been named to Fortune's Best Workplaces for 7+ years and recognized by Fast Company, Forbes, and Gartner for excellence in workplace culture and innovation. We offer an exceptional office-centric culture while adopting the best elements of hybrid models to ensure that every one of our global team members can work together effortlessly. With 13+ offices all over the world, we are always looking for individuals who care about building technology that drives positive change in the world and a culture where everyone feels that they belong.

We believe in supporting people to do their best work and thrive. Our goal is to ensure that Asana upholds an environment where all people feel that they are respected and valued, whether they are applying for an open position or working at the company. We provide equal employment opportunities to all applicants without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by law.