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Salary: USD 214,000 - 252,000 / annual
Asana is seeking a Manager, Customer Success 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. This is an L7 role reporting to Customer Success leadership.
Key Responsibilities:
- Lead and develop a high-performing team of Enterprise Customer Success Managers through coaching, mentoring, 1:1s, performance reviews, and career development planning
- Define team goals, KPIs, and success metrics
- Build and nurture executive-level relationships with enterprise customers, serving as an escalation point and strategic advisor for executive business reviews
- 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
- Identify, track, and mitigate churn risk while systematically surfacing and converting expansion opportunities
- Partner closely with Sales on account strategy and collaborate with Product to capture product gaps, synthesize customer feedback, and influence the product roadmap
- Serve as a key cross-functional partner across Sales, Product, and Enablement
The role is based in the Chicago office with an office-centric hybrid schedule. Standard in-office days are Monday, Tuesday, and Thursday. Most employees have the option to work from home on Wednesdays, with Friday flexibility depending on the type of work and team partnerships.
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.
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 the 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
- 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
