We’re looking for an experienced leader to provide strategic and operational leadership for our Dedicated Customer Success and Professional Services teams. 

You’ll lead two fast-growing functions responsible for driving change management and customer adoption, building champion relationships, and developing mission-critical workflows -- all to ensure customers are growing in a healthy way in line with the goals they have for Asana. You will lead and inspire teams to help customers adopt Asana as both a product and a new way of work within their organizations.

You must be a hands-on leader who enjoys spending time with customers while also being able to think and act strategically, often within the same day. You will work in a dynamic, high-growth environment across a variety of teams to serve progressively larger and more complex customers as the business grows. 

Professional Services at Asana are typically multi-phase, 3-9 month organization-wide engagements deployed by Professional Services Consultants to our highest-value customers. The scopes of work include deployments focused on large-scale change management and adoption as well as an increasing focus on technical services and integrations. 

Dedicated Customer Success Managers (CSMs) act as trusted advisors to Asana’s most important customers and work in close partnership with Account Executives and other supporting roles to provide lifecycle management to high-value customers. 

As a Customer Success leader based in San Francisco, you will report to the Head of Customer Success. Your direct reports will be responsible for all of NAMER, and you will partner with regional General Managers and Heads of Customer Success to co-create regional playbooks across our global customer base.

Your primary strategic objective will be to develop the right focus and balance of Professional Services and Dedicated Customer Success to get customers adopted quickly, build great relationships, and drive lifetime value. You will drive a vision to make Asana’s Customer Success and Professional Service experiences a sustained competitive differentiator in the market and ensure Asana becomes the work management tool of choice for some of the largest and most impactful companies in the world.

What you’ll achieve 

  • Continuously improve Asana’s Dedicated Customer Success Management and Professional Services strategy and offerings.
  • Execute a strategy that balances paid, time-bound engagements delivered by Professional Service Consultants with lifecycle management delivered by CSMs.
  • Own Professional Services P&L responsibility and deliver on ambitious annual growth targets.
  • Expand Asana’s global playbook of approaches to improve customer adoption, build champion relationships, and create mission-critical workflows. 
  • Scale the CSM & Professional Services teams through recruitment, training, and development.
  • Bridge across Marketing, Sales, and User Operations (Support) teams to define and implement the ideal customer journey for large priority accounts. 
  • Catalyze new business by partnering with Customer Advocacy and Customer Marketing to increase the number of customer champions and referenceability of customers. 
  • Work with Revenue Operations to standardize common service delivery tools and infrastructure.
  • Model what it means to be a consultative presence in the field to the Sales and Customer Success teams by supporting customer meetings. 

 

About you 

  • You have 15+ years of total account management experience in a SaaS company.
  • You have 8+ years leading and managing a combination of Customer Success and Professional Service organizations at a global SaaS company.
  • You have a keen understanding of SaaS business models, technology adoption, and change management.
  • You have a passion for customers as part of your DNA -- you physically hurt when there’s a bad customer experience. 
  • You’re comfortable being hands-on, detail-orientated and shifting between the tactical and strategic. You are driven to serve the growth needs of the team by leveraging a career coaching approach and employee advancement opportunities.
  • You have a thoughtful and strong philosophy about the role of Customer Success in SaaS companies.
  • You have built a Professional Services team from the ground up and experienced every part of the full life cycle from scoping and quoting through delivery. 
  • You have expert-level knowledge of leading SaaS CS & Services management models and a proven track record in a high-growth environment of:
    • Leading in global, matrixed organization.
    • Designing and executing a strategy that balances paid, time-bound engagements with lifecycle management through CSMs.
    • Driving (directly or indirectly through your team) strategic CS engagements for $1M+ accounts.
    • Leading teams to deliver enterprise-level software deployments.
    • Architecting and building project staffing structures for Professionals Consultants.
    • Working effectively with Partners to extend CS & Services coverage outside of core markets.
    • Managing a P&L that is placed under investor scrutiny.
    • Designing, implementing, and improving new services capabilities, including go-to-market pricing, packaging, and enablement.
    • Being seen directly as a trusted advisor to executive champions in priority accounts.
    • Influencing Sales and Product teams without authority.
    • Working cross-functionally across Sales, Customer Success, Marketing, Product, Finance, and Legal.
  • You’re aligned with up to 20% estimated travel time for customer work and regional HQ alignment.
  • Strong preference will be given to candidates experienced in supporting large-scale companies with collaborative tools. 

 

About us 

Asana helps teams orchestrate their work, from small projects to strategic initiatives. More than 75,000 organizations and millions of users rely on Asana, including AirAsia, AllBirds, Grab, KLM Air France, Kohl’s, Sephora, Traveloka, and Viessmann. Asana has been named a Top 5 Best Workplace and the #1 Best Workplace in the Bay Area by Fortune three years in a row, and one of Glassdoor’s and Inc.’s Best Places to Work. With nine global offices, including a San Francisco headquarters and flagship offices in Dublin, New York, Sydney, and Tokyo, Asana is always looking for curious, collaborative, and mission-driven people to help us enable the world’s teams to work together effortlessly.

Our goal is to ensure that Asana upholds an inclusive environment where all people feel that they are equally respected and valued, whether they are applying for an open position or working at the company. We welcome applicants of any educational background, gender identity and expression, sexual orientation, religion, ethnicity, age, citizenship, socioeconomic status, disability, and veteran status, and we'd love to learn about what you can add to our team.

Apply for this Job

* Required
  
  


U.S. Equal Opportunity Employment Information (Completion is voluntary)

Individuals seeking employment at Asana are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.

Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.


Form CC-305

OMB Control Number 1250-0005

Expires 1/31/2020

Voluntary Self-Identification of Disability

Why are you being asked to complete this form?

Because we do business with the government, we must reach out to, hire, and provide equal opportunity to qualified people with disabilities1. To help us measure how well we are doing, we are asking you to tell us if you have a disability or if you ever had a disability. Completing this form is voluntary, but we hope that you will choose to fill it out. If you are applying for a job, any answer you give will be kept private and will not be used against you in any way.

If you already work for us, your answer will not be used against you in any way. Because a person may become disabled at any time, we are required to ask all of our employees to update their information every five years. You may voluntarily self-identify as having a disability on this form without fear of any punishment because you did not identify as having a disability earlier.

How do I know if I have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

  • Blindness
  • Deafness
  • Cancer
  • Diabetes
  • Epilepsy
  • Autism
  • Cerebral palsy
  • HIV/AIDS
  • Schizophrenia
  • Muscular dystrophy
  • Bipolar disorder
  • Major depression
  • Multiple sclerosis (MS)
  • Missing limbs or partially missing limbs
  • Post-traumatic stress disorder (PTSD)
  • Obsessive compulsive disorder
  • Impairments requiring the use of a wheelchair
  • Intellectual disability (previously called mental retardation)
Reasonable Accommodation Notice

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.

1Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.