Head of Customer Success, Apac

2 weeks ago

Sydney, Australia Asana Full time

At Asana, we're building work management software to help every organization 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 way of working. We strive to help our customers, across geographies, industries, and functions, get off on the right foot, experience the most value out of the tool over time, and ultimately renew & grow their subscription.

As the Head of Customer Success, APAC, you will be instrumental in defining the strategy and segmentation of our Customer Success programs, identifying ways to scale impact without losing sight of the customer experience. As the owner of Negative Rate for the APAC region, you'll focus the various Customer Success teams on the best ways to deliver customer value, drive the customer's long-term success, and ultimately ensure customer's renewal. As a voice for our APAC customers and the APAC region, you'll work closely with your global cross-functional counterparts to overcome obstacles which hinder our customers' success and impact Asana's continued global growth.

The Head of Customer Success, APAC will manage a multi-faceted team, which includes managers and individual contributors ranging from CSMs, Renewals, Channel CSMs, and Professional Services. This dynamic team delivers value to customers and channel partners in a myriad of ways, from time bound engagements to contract negotiation to workshops around the best way to leverage the Asana product for their specific needs. This role reports to the Head of Global Customer Experience, based in San Francisco, with close alignment to the General Manager, APAC who is based in Asana's Sydney office.

**What you'll achieve**:

- Leverage wealth of knowledge gained from working directly with customers, managing global Customer Success teams, and partnering with leaders across functions and regions to translate and codify best practices in the more nascent APAC region
- Serve as a member of the APAC business leadership team, driving regional growth and insights across the customer lifecycle
- Manage the multi-faceted APAC Customer Success Team, supporting their executional success, overall engagement, and career growth
- Act as the CS representative for Asana's Voice of Business program through maintaining a deep understanding of the region's customers and driving a deep cross-functional partnership with global cross-functional teams
- Oversee CS hiring in region as needed
- Meet with customers directly to help support the CS team and deepen partnership with our strategic APAC customers
- Improve the APAC region's Negative Rate by ideating upon and launching more scalable programs that support a broader percentage of our customer base

**About you**:

- 10+ years demonstrated success in a Customer Success role
- 5+ years of experience in a leadership role. You have hired and coached team members to help them become more effective employees
- Fluency with Asana and deep understanding of the work management landscape
- Global experience, with a strong understanding of core APAC markets
- Customer-centric at your core. You're devoted to ensuring our customers' success and adoption of Asana and advocate for regional customers' needs
- Cross-functional superstar. You're committed to working together to make Asana a world-class, customer-centric solution
- Self-motivated, proactive team player. You bias for action and work effectively in a highly ambiguous environment
- Leader who balances strategy with execution, unafraid to dig into the details
- Strong communicator. You engage regularly with customers and promote Asana via speaking engagements

**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 266,000 AUD - 361,000 AUD. 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.

**About us**:
Asana helps teams orchestrate their work, from small projects to strategic initiatives. Millions of teams around the world rely on Asana to ac

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