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Salary: USD 238,000 - 280,000 / annual
Asana is seeking a Manager, Customer Success (L7) to lead the Enterprise Accounts team, taking ownership of the health, growth, and strategic value delivery of the company's most critical enterprise customer relationships. You will report to Customer Success leadership and coach a team of Enterprise Customer Success Managers while building scalable programs that drive adoption and AI consumption.
Key responsibilities include:
**People Leadership & Coaching:** Coach, mentor, and develop a high-performing team of Enterprise CSMs through regular 1:1s, performance reviews, and career development planning. Define goals, KPIs, and success metrics for the team.
**Executive Relationship Advisory:** Build and nurture executive-level relationships with enterprise customers, serving as an escalation point and strategic advisor. Lead executive business reviews and represent the organization at the C-suite level.
**Program & Operational Scaling:** Design and launch scalable programs and operational frameworks to improve customer health, drive product adoption and AI consumption, and optimize retention across the enterprise portfolio.
**Portfolio Risk & Opportunity Management:** Identify, track, and mitigate churn risk while systematically surfacing and converting expansion opportunities within your portfolio.
**Cross-Functional Voice of Customer:** Partner closely with Sales on account strategy and collaborate with Product to capture product gaps, synthesize customer feedback, and influence the product roadmap.
Asana is a leading platform for human + AI collaboration, with millions of teams worldwide relying on it to achieve their goals. The company has been named to Fortune's Best Workplaces for 7+ years and is recognized for excellence in workplace culture and innovation.
The role is based in San Francisco or New York with an office-centric hybrid schedule. Standard in-office days are Monday, Tuesday, and Thursday, with flexibility on Wednesdays and Fridays depending on work type and team partnerships.
**Requirements:**
- 7+ years of experience in Customer Success or Account Management within Enterprise SaaS
- At least 2–3 years in a direct people leadership or team management role
- Proven track record managing complex, high-value enterprise accounts; experience in AI or ML space strongly preferred
- Operationally minded leader capable of building, executing, and iterating on programs, playbooks, and processes at scale
- Commanding executive presence with comfort navigating C-suite relationships on behalf of your team and the organization
- Strong analytical mindset with experience owning and reporting against key SaaS metrics (GRR, NRR, adoption KPIs)
- Exceptional cross-functional communicator skilled at partnering across Sales, Product, and Enablement teams
- Demonstrates curiosity about AI tools and emerging technologies, with willingness to learn and leverage them to enhance productivity and decision-making
