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Asana is seeking an experienced Enterprise Customer Success Manager to support and grow its largest and most strategic customers in the Tokyo region. In this role, you will guide enterprise customers through successful deployment of Asana, drive organization-wide adoption, and ensure they continuously realize business value from the platform and services.
You will maintain ownership of a portfolio of strategic, high-value customer accounts, developing deep relationships across complex organizational structures from C-suite executives to day-to-day users. Working with a consultative approach, you'll co-create joint customer impact plans that define success metrics, adoption strategies, timelines, and expansion opportunities. Your responsibilities include executing all phases of the customer journey: deployment design and execution, change management consulting, workflow design, business performance reviews, roadmap advisory, and renewal engagement.
Key activities include developing and maintaining internal champion networks within customer organizations, facilitating best-practice workshops, analyzing customer usage data to identify risks and opportunities, and driving data-driven campaigns to increase engagement and adoption. You'll partner closely with Sales counterparts to build strategic account plans, nurture executive relationships, facilitate Executive Business Reviews, and identify expansion opportunities. As the voice of your customers, you'll surface key trends and insights to Product, Research, and business teams. Travel on-site is expected up to 10% of the time based on customer needs.
The role is based in Asana's Tokyo office with a hybrid schedule requiring in-office presence on Tuesday, Thursday, and one additional day of your choice. Most team members have the flexibility to work from home on the other two weekdays.
Requirements:
- 5+ years of experience in Customer Success, Consulting, or Account Management roles working with large, complex Enterprise-level accounts
- Proven ability to manage a book of high-value customer relationships and drive success within complex organizational structures
- Strong understanding of the Japanese market
- Fluency in Japanese (required); proficiency in English (preferred)
- Curiosity about AI tools and emerging technologies, with willingness to learn and leverage them
- Customer-centric mindset with devotion to ensuring customer success and adoption
- Strong cross-functional collaboration skills with experience partnering with Account Executives
- Self-motivated, proactive team player with bias for action in ambiguous environments
- Process-oriented with ability to balance competing priorities
