Customer Success Manager, Top Accounts at Asana

The Asana Customer Success Team is at the forefront of the next industrial revolution: helping the world’s most sophisticated organizations deploy Asana as the system for human + AI coordination at scale. As a Customer Success Manager for Top Accounts, you are not just managing software; you are a strategic advisor helping our largest customers deploy Asana as the definitive system for AI coordination. You will lead the charge in building durable adoption and driving measurable business outcomes that define the future of work. 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 and broader business. You’ll exemplify an empathetic, customer-centric perspective to the entire Asana team. This role is based in our Chicago 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: • Driving AI-First Adoption + Value Realization: In this role, you will move beyond tactical support to become a trusted advisor on the collaborative work management space and AI operationalization. • Executive Relationship Management: Orchestrate and own high-stakes relationships across all organizational tiers, acting as a trusted advisor to C-Suite stakeholders on collaborative work management and the integration of Human + AI coordination. • Strategic Success Planning: Partner with customers to architect AI adoption roadmaps and Success Plans that align technical implementation with measurable business outcomes and strategic KPIs. • Lifecycle Execution & Enablement: Drive the end-to-end customer journey, delivering value through complex change management, AI governance frameworks, workflow optimization, and business reviews. • Commercial Strategy & Growth: Collaborate with Sales to engineer strategic account plans, securing renewals and identifying high-value expansion opportunities through deep executive alignment. • Advocacy & Scaling: Establish and scale internal Centers of Excellence (CoE) and Champion Networks, transforming power users into brand advocates to generate high-impact case studies and testimonials. • Data-Driven Proactivity: Leverage usage analytics to launch targeted engagement campaigns and deploy proactive risk-mitigation strategies, ensuring high retention and long-term customer health. • Product Voice & Feedback Loop: Serve as a strategic conduit between customers and R&D, translating complex field requirements into actionable insights for product roadmaps and business strategy. • Field Engagement: Execute high-touch, on-site engagements (up to 25% travel) to deepen partnerships and ensure successful deployment within the customer's physical environment. About You: • 10+ years of professional experience, featuring 6+ years of proven success driving retention and expansion within SaaS-based Customer Success or Account Management. • Forward-Thinking Strategic Leader: You are a seasoned professional who embraces the ever changing and emerging technology landscape. You can translate complex workflows, including AI and work management capabilities, into tangible business value. • Executive Leadership & Strategic Impact: Orchestrate high-stakes enterprise accounts (including Fortune 500), leading complex technology implementations and driving growth through both product-led and sales-led motions. • Account Management & Value Realization: Own and scale high-value portfolios, delivering white-glove post-sales services that secures long-term advocacy across diverse stakeholder groups, from C-level to functional admins. Bridge the gap between micro-adoption and macro-strategy, analyzing end-user behaviors to ensure product usage translated into scalable, measurable organizational impact. • Operational Excellence & Innovation: Future-proof customer workflows by advising on AI-enabled SaaS, automation, and the operationalization of AI to drive efficiency and competitive advantage. • Thrive in high-ambiguity environments, balancing high-level strategic planning with a "bias toward action" and disciplined, detail-oriented execution. • Customer-centric internal advocate, deeply committed to synthesizing customer feedback into actionable insights for product and cross-functional teams. • Demonstrates curiosity about AI tools and emerging technologies, with a willingness to learn and leverage them to enhance productivity, collaboration, or decision-making 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 $144,000 - $163,200. 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 Talent Acquisition Partner 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. Join Asana’s Talent Network to stay up to date on job opportunities and life at Asana.