Customer Success Manager - Portfolio Accounts (Verticals) at Asana

Asana

Chicago·8h ago

ManagerFull-timeRustAI

Salary Range

$81,600 - $110,400 /year

Estimated

This salary is estimated based on similar roles. The actual salary may vary.

About the Role

Asana’s Customer Success team helps organizations maximize the value of the Work Graph through collaboration. As a Portfolio Customer Success Manager - Verticals, you will support a diverse book of business within Nonprofit, Education, Government, and Healthcare sectors. You will serve as a strategic thought partner, guiding customers through successful deployment and long-term adoption while ensuring Asana remains central to their mission-critical initiatives.

Key Responsibilities

→Conduct deep discovery to align Asana’s capabilities with customer challenges and mission-critical objectives.
→Build and execute tailored success plans that define clear metrics, milestones, and engagement strategies.
→Leverage usage signals and health trends to proactively identify account risks and maintain an accurate renewal forecast.
→Prioritize high-impact initiatives across a verticalized book of business, ensuring consistent support and timely resolutions.
→Lead quarterly business reviews to quantify ROI, optimize workflows, and ensure customer sentiment remains positive.
→Act as a subject matter expert in organizational rollouts, helping users adopt new ways of working.
→Build repeatable processes and leverage Asana AI to synthesize insights and deliver high-impact guidance.
→Partner with Sales, Renewals, Services, and Product to provide a unified experience.
→Advocate for the unique requirements of regulated industries to influence the broader Asana product roadmap.

Requirements

✓5 years of demonstrated success in an Account Management or Customer Success role, preferably within SaaS.
✓Ability to translate technical features into clear business outcomes and coach customers through organizational change.
✓Experience using health metrics and usage trends to drive workflow, forecasting, and risk mitigation.
✓Process-oriented individual who thrives in high-volume environments and can balance competing priorities.
✓Devoted to customer success and eager to build deep empathy for the specific constraints and opportunities within vertical sectors.
✓Self-motivated and curious, with a bias for action and ability to work effectively in ambiguous environments.
✓Confident and concise communicator across all channels and audiences.
✓Collaborative team player who values collective success and contributes to a high-performing team culture.
✓Demonstrates curiosity about AI tools and emerging technologies, with a willingness to learn and leverage them.