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.
This role is based in our London office with an office‑centric hybrid schedule. The standard in‑office days are Monday, Tuesday and Thursday. Most Asana employees have the option to work from home on Wednesdays and Fridays.
What you’ll achieve
* Develop, nurture and own relationships at every level of the organisation with a focus on senior‑level and decision‑making stakeholders (i.e. C‑Level) serving as a trusted advisor on the collaborative work management space
* Partner with customers to identify their strategic goals and co‑create Success Plans with clear success metrics and engagement strategies
* Execute on all phases of the customer journey; ensuring value through deployment strategies, change management, workflow design, business reviews and roadmap consultations
* Collaborate with Sales to develop strategic account plans, nurture executive relationships, manage renewals and explore expansion opportunities
* Develop and maintain an internal Champion Network or Centre of Excellence within the customer’s organisation to help foster customer advocacy and facilitate customer testimonials or case studies
* Analyse customer usage to identify trends and drive targeted campaigns for enhanced engagement and product adoption to proactively identify risks and lead internal teams to create and execute corrective plans
* Identify and forecast risk while proactively identifying and mitigating risks to drive customer satisfaction and long‑term success
* Serve as the voice of your customers by surfacing key trends and insights to R&D and business teams based on your knowledge of customer’s needs
* Travel and meet customers on‑site up to 25% of the time
About you
* 5+ years of demonstrated success in a SaaS‑based Customer Success or Account Management role
* Proven track record managing large, complex enterprise accounts, driving both product‑led and sales‑led growth initiatives, and overseeing enterprise‑wide technology implementations across diverse stakeholder groups – from C‑Suite executives to functional leaders and administrators
* Ability to run C‑Suite level business reviews and craft compelling value narratives, align initiatives to OKRs/KPIs, influence decisions without direct authority and deliver exceptional storytelling around impact and ROI
* 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.
* Demonstrates curiosity about AI tools and emerging technologies, with a willingness to learn and leverage them to enhance productivity, collaboration, or decision‑making
Compensation & Benefits
Base salary range – £104,000 – £118,400. The actual base salary will vary based on market and individual qualifications objectively assessed during the interview process. In addition to base salary, compensation will include equity, sales incentive pay and benefits.
* 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
About Asana
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.
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