Customer Success Manager, Scaled Accounts

At Asana, we're building collaboration software to help every team in the world become more effective in working together and realising 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.

We have recently launched a Scaled Customer Success program to drive adoption and retention across a broader customer base. We're looking for a Scaled Customer Success Manager (CSM) to partner with customers 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 organisation's 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. To the entire Asana team, you'll exemplify empathetic, customer-centricity.

This role is based in our Sydney office with an office-centric hybrid schedule. The standard in-office days are Tuesdays, Wednesdays, and Thursdays. Most Asanas have the option to work from home on Mondays. 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 you'll achieve:

• Work with Asana customers across industries, functions, countries and stages of their customer journey in both time bound 1:1 and scaled manners 
• Drive customer outcomes and value via time bound engagements by conducting discovery to build rapport and deeply understand the customer's needs, business processes, and vision
• Consult on change management to help customers more easily adopt Asana as a way of working
• Lead 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
• Empower customers to become self-sufficient Asana champions, solving for their immediate needs while focusing on their long term success, value realisation, and retention
• Co-create strategies and plays with the global Scaled CS team to drive the broadest engagement across our customer base, most meaningful engagement tactics, and best adoption and retention results
• Proactively partner with Sales and Renewals to flag at risk accounts, provide customer insights, and highlight expansion opportunities and retention risks
• Serve as the voice of your customers cross-functionally, providing feedback to the Product team and broader business 

About you:

• Demonstrates curiosity about AI tools and emerging technologies, with a willingness to learn and leverage them to enhance productivity, collaboration, or decision-making
• 3+ years of account management, customer success, or consulting experience
• Strong team player
• Analytical mindset - able to utilize data to make decisions
• Customer-centric - devoted to ensuring our customers' success and committed to advocating for our customers whenever possible
• Solid communicator - able to communicate confidently & concisely with all audiences (from cross-functional team to customer Executives)
• Self-motivated and curious - able to work effectively in a highly ambiguous, ever-changing environment
• Driven and process-oriented

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 111,200 AUD - 123,200 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.

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.

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