Customer Success Manager, Named Accounts

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.

We are looking for an experienced Customer Success Manager to help support and grow our largest and most strategic customers. As an Asana CSM, you'll guide the customer to deploy Asana successfully, adopt it widely across their organization and ensure they continuously gain business value from our products and services. By engaging your customers using a consultative approach, you'll position yourself as a preferred long-term strategic partner and serve as the trusted point of contact across their lifecycle.

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. To the entire Asana team, you'll exemplify an empathetic, customer-centric perspective.

This role is based in our Paris office with an office-centric hybrid schedule. The standard in-office days in our Paris office are Monday, Tuesday and Thursday. Most Asanas have the option to work from home on Wednesdays and Fridays. If you're interviewing for this role, your Talent Acquisition Partner will share more about the in-office requirements.

What you'll achieve:

• Maintain ownership of a portfolio of strategic customers, weaving a web to develop new relationships while supporting existing teams to ultimately drive adoption and retention of Asana across their organization
• Work with customers to understand their motivation, business drivers, strategic goals and desired business outcomes; co-create joint customer impact plans that include success metrics, engagement and adoption strategy, timelines, communication, and plan to expand.
• Execute on all phases of the customer journey, including deployment design and execution, change management consulting, workflow design, business performance reviews, roadmap advisory, and renewal touch points
• Develop and maintain an internal Champion Network across customer's organization, facilitating workshops on best known practices
• Analyze customer usage in internal data systems to identify, communicate, and act upon both risks and opportunities; proactively drive data-driven, account-focused campaigns to increase customer engagement and product adoption
• Partner closely with Sales counterparts to build strategic account plans, nurture executive relationships, facilitate Executive Business Reviews, and identify expansion opportunities
• Serve as the voice of your customers by surfacing key trends and insights back to our Product, Research, and business teams
• Request toward on-site meetings will depend to the customer, but long haul travel will be limited and up to 10% of the time

About you:

• 5+ years of experience in a Customer Success, Consulting, or Account Management role where you worked with large, complex Enterprise-level accounts
• Experience managing a book of high-value customer relationships. You're able to drive customer success and align within complex organizational structures, building trust with a broad range of stakeholders, from C-Suite Executives, Department Leads, to day-to-day Asana users
• Customer-centric at your core. You're devoted to ensuring our customers' success and adoption of Asana and advocate for regional customers' needs
• Strong cross-functional collaborator with experience partnering with Account Executives or Partners to provide a high quality, thoughtful customer experience
• Self-motivated, proactive team player. You have a bias for action and work effectively in a highly ambiguous, ever-changing environment. You're able to zoom into granular details and also zoom out to understand the larger strategy and philosophy of how and why decisions are made
• Driven, process-oriented person. You're able to effectively balance competing priorities and make decisions that best support the customer, the team, and Asana.
• A strong understanding of the Southern Europe and DACH markets would be a benefit
• Fluency in French and English is essential; candidates with additional German language skills would be an advantage.

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 €82,400 - €93,600. 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 will include additional components such as equity, sales incentive pay 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.

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