Customer Success Manager, Portfolio Accounts

At Asana, were building collaboration software to help every team in the world become more effective in working together and realizing their goals. Our Customer Success team is committed to helping customers adopt Asana as both a technology product and a holistic approach to teamwork. 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.

Our Portfolio Customer Success team drives adoption and retention across a broader customer base. We're looking for a Portfolio Customer Success Manager (CSM) to partner with customers in Vertical Markets (Nonprofit, Education, Government, Healthcare) on how to best leverage Asana to achieve their unique business objectives. Your engagements with customers, while time bound, will result in their increased satisfaction with and confidence in Asana as their organizations work management solution. Equipped with the knowledge of what it takes for customers to succeed with Asana, you will serve as a thought partner and lifeline to customers, including subject-matter expertise for an assigned Vertical. To the entire Asana team, youll exemplify empathetic, customer-centricity.

This role can either be fully remote depending on which US state you live in, or based in our Chicago office with an office-centric hybrid schedule. If based in-office : 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 youll achieve :

• Work with Asana customers across industries, functions, and stages of their customer journey in an assigned book of business
• Drive customer outcomes and by :
• Conducting discovery to build rapport and deeply understand the customers needs, business processes, and vision
• Consulting on change management to help customers more easily adopt Asana as a way of working
• Leading design workshops to provide the customer firsthand experience in building or adapting their processes and challenge them on ways to improve their use of Asana
• Surfacing the best Asana resources based upon the customers needs
• Storytelling through business reviews on value realized and areas of opportunity for deeper value
• Empower customers to become self-sufficient Asana champions, solving for their immediate needs while focusing on their long term success, value realization, and retention
• Co-create strategies and plays with your cross functional partners to drive the broadest engagement across our customer base, most meaningful engagement tactics, and best adoption and retention results
• Act as a cross-functional superstar :
• Proactively partner with Sales and Renewals to flag at risk accounts, provide customer insights, and highlight expansion opportunities and retention risks
• Liaise with Support and Finance to help quarterback resolutions for customer issues
• Serve as the voice of your customers cross-functionally, providing feedback to the Product team and broader business
• Quarterback relationship between clients and professional services teams for purchased services packages

About you :

What well 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 $128,000-181,600. 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 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 benefit packages that support our employees worldwide and include :

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 helps teams orchestrate their work, from small projects to strategic initiatives. Millions of teams around the world rely on Asana to achieve their most important goals, faster.