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Asana // productivity software for teams
 
New York City    Posted: Thursday, December 02, 2021
 
   
 
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JOB DETAILS
 

At Asana, were building collaboration software to help every team in the world become more effective in working together & realizing their goals. Our Customer Success team is committed to helping customers adopt Asana as both a technology product & a holistic approach to teamwork. We strive to help all of our customers, across countries, industries, & functions, get off on the right foot & continue to get the most value out of Asana over time.

We're looking for an Enterprise Customer Success Manager, based out of NYC, to help support & grow our largest & most strategic customers. As an Asana Enterprise CSM, youll guide the customer to deploy Asana successfully, adopt it widely across their organization & ensure they continuously gain business value from our products & services. By engaging your customers using a consultative approach, youll position yourself as a preferred long-term strategic partner & serve as the trusted point of contact across their lifecycle: on-boarding, adoption, advocacy & renewal.

Equipped with the knowledge of what it takes for customers to succeed with Asana, you will serve as the voice of your customers cross-functionally, providing feedback to the Product team & broader business. To the entire Asana team, youll exemplify an empathetic, customer-centric perspective.

What Youll Achieve

  • Maintain ownership of a portfolio of strategic customers, weaving a web to develop new relationships while supporting existing teams to ultimately drive adoption & retention of Asana across their organization
  • Work with customers to understand their motivation, business drivers, strategic goals & desired business outcomes; co-create joint customer impact plans that include success metrics, engagement & adoption strategy, timelines, communication, & customer advocacy & expansion plans.
  • Execute on all phases of the customer journey, including deployment design & execution, change management consulting, workflow design, business performance reviews, roadmap advisory, & renewal touch points
  • Develop & maintain an internal Champion Network across customers organization, facilitating workshops on best known practices
  • Analyze customer usage in internal data systems to identify, communicate, & act upon both risks & opportunities; proactively drive data-driven, account-focused campaigns to increase customer engagement & product adoption
  • Lead a cross-functional partnership across your named customers & Asana:

    • Partner closely with Sales counterparts to build strategic account plans, nurture executive relationships, facilitate Executive Business Reviews, & identify expansion opportunities
    • Work collaboratively with the Marketing team to build customer references, craft case-studies, & co-develop resources to better support our strategic customers
    • Liaise with Support & Finance to help quarterback resolutions for customer issues & optimization opportunities
    • Serve as the voice of your customers by surfacing key trends & insights back to our Product, Research, & business teams
    • Travel & meet customers on-site up to 25% of the time


About You

  • Passionate about the future of work & positively impacting the working lives of people in large organizations,
  • At least 6 years demonstrated success in a Customer Success or Account Management role working with large, complex enterprise-level accounts with a focus on growth & implementation of large scale technology solutions. SaaS experience preferred.
  • Prior experience managing a book of high-value customer relationships in post-sales or deployment services, Youre able to drive customer success & align within complex customer environments at executive & department levels
  • Thrive by building trust & communicating effectively with a broad range of stakeholders, from C-Suite & Asana administrators to day-to-day Asana users
  • Experience in an enterprise solution sales environment & ability to partner with account executives in development & closure of sales opportunities is preferred
  • Customer-centric at your core. Youre devoted to ensuring our customers success & adoption of Asana & advocate for regional customers needs
  • Self-motivated, proactive team player. You bias for action & work effectively in a highly ambiguous, ever-changing environment. Youre able to zoom in to most granular details & also zoom out to understand the philosophy of how & why decisions are made
  • Driven, process-oriented person. Youre able to effectively balance competing priorities & make decisions that best support Asana, the team, & the customer. Youre able to efficiently switch contexts from responding to customer emails to giving a product demo to meeting with the product team about an upcoming feature

About us

Asana helps teams orchestrate their work, from small projects to strategic initiatives. Millions of teams around the world, from small businesses to large enterprises, rely on Asana to manage everything from company objectives to digital transformation to product launches & marketing campaigns. For the past 5 years, we've been named a top workplace, including top 10 Great Place to Work Best Small & Medium Workplaces, #1 Fortune Best Workplace in the Bay Area for four years in a row, #8 Fortune Best Workplaces for Women, #14 Glassdoor Best Place to Work, & one of Ireland's Best Workplaces. After spending more than a year physically distanced, we are safely & mindfully returning our global teams to in-person collaboration, incorporating flexibility that adds hybrid elements to our office-centric culture. With offices all over the world, we are always looking for curious, collaborative, & mission-driven people to help us enable the worlds teams to work together effortlessly.

 

We believe in supporting people to do their best work & thrive, & building a diverse, equitable, & inclusive company is core to our mission. Our goal is to ensure that Asana upholds an inclusive environment where all people feel that they are equally respected & valued, whether they are applying for an open position or working at the company. We welcome applicants of any educational background, gender identity & expression, sexual orientation, religion, ethnicity, age, citizenship, socioeconomic status, disability, & veteran status.

 
 
 
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