Our Customer Success Team is committed to helping customers adopt Asana as a collaborative work m
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We are looking for a Strategic Customer Success Manager (CSM) to help support and grow our largest and most strategic customer, based in Seattle. As a Strategic CSM, you’ll ensure our top account deploys Asana successfully, adopts it widely across their organization, and realizes business value from Asana. By engaging your customer 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: onboarding, value creation, and renewal.
This is a field role based in Seattle with an expectation of frequent on-site visits with the customer. If you’re interviewing for this role, your recruiter will share more about the on-site requirements.
What you’ll achieve
- Oversee and nurture our relationship with our largest account, ensuring their ongoing success by addressing their needs and proactively identifying opportunities to enhance the value we provide.
- Develop and execute a comprehensive customer success strategy aligned with the account’s objectives, ensuring their continued satisfaction and success with our products/services.
- Collaborate with the account and account team to align long-term strategies, mutual goals, and plans that drive value for both parties, positioning our solutions as essential to their success.
- Establish and maintain strong, multithreaded relationships with decision-makers, stakeholders, influencers, and C-suite executives within the account, ensuring alignment and support for strategic initiatives.
- Lead contract renewal discussions by showcasing the value and impact Asana’s solutions have on their business.
- Leverage your industry knowledge to provide consultative guidance to the account, applying information technology solutions to address complex business challenges and achieve their business objectives.
- Conduct on-site visits with the customer up to 25% of the time for deeper engagement and relationship-building.
About you
- Minimum of 10 years of experience in a SaaS-based Customer Success or Account Management role, with a focus on supporting large, strategic, or high-profile accounts.
- Proven success in leading engagements with global enterprise companies, emphasizing value realization and successful transitions.
- Strong track record of leading enterprise transformations and ensuring overall customer success.
- Ability to produce and execute a comprehensive adoption path, detailing the current state, target future state, timeline, underlying enablement plan, and scope of services to meet customer needs.
- Proven ability to establish and lead a COE to drive best practices and innovation in customer success strategies.
