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're looking for an Enterprise Customer Success Manager to help support and grow our largest and most strategic customers. As an Asana Enterprise CSM, you’ll partner closely with the Sales team to deploy Asana to new customers, help existing customers achieve desired outcomes through Asana, and continuously forge relationships across your large, complex customer base. You will serve as a lifeline to these customers over the course of their journey with Asana.

Equipped with the knowledge of what it takes for customers to succeed with Asana, you will serve as the voice of your customers cross-functionally, providing feedback to the Product team and broader business. To the entire Asana team, you’ll exemplify an empathetic, customer-centric perspective.

You will join our Dublin-based Customer Success team and report to the EMEA Head of Customer Success, based in Dublin.

What you'll achieve:

  • Maintain ownership of a portfolio of strategic customers, weaving a web to develop new relationships while supporting existing teams to ultimately drive adoption and retention of Asana across their organisation
  • Work with customers to understand their unique goals and business processes as well as provide expert knowledge of Asana; Nurture relationships with influential stakeholders and empower them to be Asana champions
  • Execute on all phases of the customer journey, including deployment design and execution, change management consulting, business performance reviews, roadmap advisory, and renewal touchpoints
  • Be a cross-functional superstar:
    • Partner closely with Sales counterparts to build strategic account plans, create executive relationships, drive customer satisfaction and identify expansion opportunities
    • Liaise with Support and Finance to help quarterback resolutions for customer issues and optimization opportunities
    • Work collaboratively with the Marketing team to build customer references and co-develop resources to better support our strategic customers
    • Serve as the voice of your customers and the EMEA market by surfacing key trends and insights back to our Product, Research, and business teams in San Francisco HQ
  • Analyse customer usage in internal data systems to identify, communicate, and act upon both risks and opportunities; Proactively drive data-driven, account-focused campaigns to increase customer engagement and product adoption
  • Travel and meet customers on-site up to 25% of the time

About you:

  • 3-5 years demonstrated success in an Account Management or Customer Success role
  • Fluency in written and spoken French
  • Prior experience managing a book of high-value customer relationships in post-sales or deployment services, able to drive customer success and align within complex customer environments at executive and department levels
  • Skilled at identifying and forging relationships with decision makers and influential stakeholders
  • Customer-centric at your core. You’re devoted to ensuring our customers’ success and adoption of Asana and advocate for regional customers’ needs
  • Solid communicator. You’re able to communicate confidently & concisely through Asana, via email, over the phone, or in person, with all audiences (from cross-functional team to executive stakeholder)
  • Self-motivated, proactive team player. You bias for action and work effectively in a highly ambiguous, ever-changing environment. You’re able to zoom in to most granular details and also zoom out to understand the 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 Asana, the team, and the customer. You’re able to efficiently switch contexts from responding to customer emails to giving a product demo to meeting with the product team about an upcoming feature

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.

 

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