Mid-Market Customer Success Manager at Asana

| Greater NYC Area
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Our Customer Operations team helps customers find clarity in their work and get results with Asana. We are Asana experts and productivity savants who are passionate about investing in our customers’ success. We help customers with questions, feature requests, and bug reports, and educate them about best practices. Within the organization, we amplify our customers’ voices in product development, and we encourage that dialogue through our support channels. We measure our success by our customers’ success, and we get there by exemplifying empathy with our customers.

We're looking for a Customer Success Manager to help support and grow our Mid-Market customers. As an Asana 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.

What you’ll achieve

  • Maintain ownership of a portfolio of customers, weaving a web to develop new relationships while supporting existing teams to ultimately drive adoption and retention of Asana across their organization
  • 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 customer success plans, forge executive relationships, drive customer satisfaction and identify expansion opportunities
    • Work collaboratively with the Marketing team to build customer references and co-develop resources to better support our customers
    • Serve as the voice of your customers by surfacing key trends and insights back to our Product, Research, and business teams
    • Liaise with Support and Finance to help quarterback resolutions for customer issues and optimization opportunities
  • Analyze 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

  • 4+ years demonstrated success in an Account Management or Customer Success role
  • 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 and relationship-oriented at your core. You’re devoted to ensuring our customers’ success and adoption of Asana, advocate for customers’ needs, and genuinely care about customers as people
  • 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 partners to executive stakeholders)
  • 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

Desirable

  • Familiarity with Asana
  • Fearless public speaker, energized by meeting new people
  • Basic proficiency in Salesforce and analytics platforms like Looker

About us

Asana is a leading work management platform, helping more than 70,000 organizations and millions of users across 195 countries organize and manage all of their work, including AB-InBev, Airbnb, AllBirds, KLM Air France, Kohl’s, NASA, Panera, Sephora, Uber, Viessmann Group and Vox Media. Asana has been named a Top 5 Best Place to Work by FORTUNE three years in a row, and one of Glassdoor’s and Inc.’s Best Places to Work. Headquartered in San Francisco with offices in New York, Dublin, Sydney, Vancouver, and Reykjavík, Asana is always looking for curious, collaborative people to be a part of our inclusive culture and help us achieve our mission.

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 all educational backgrounds, gender identities and expressions, sexual orientations, religions, ethnicities, ages, citizenships, socioeconomic statuses, disabilities, and veteran statuses, and we'd love to learn about what you can add to our team.

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Technology we use

  • Engineering
  • Product
    • JavascriptLanguages
    • PythonLanguages
    • ScalaLanguages
    • React JSLanguages
    • ReactLibraries
    • Node.jsFrameworks
    • MySQLDatabases
    • InVisionDesign
    • SketchDesign
    • FramerDesign
    • AsanaManagement

Location

3 World Trade Center, New York, NY 10007

An Insider's view of Asana

How would you describe the company’s work-life balance?

At Asana, we're collaborative and cross-functional, making us highly effective in our work. We have a good understanding of how we work together and on an individual level. We're all working towards the same goal, so we have a lot of trust and rapport with one another. This makes it easy to go home and spend quality time with family and friends.

Nico

Product Design Manager

How do you collaborate with other teams in the company?

The entire company runs on Asana! We rely on our own software to ensure collaboration across teams and offices happens smoothly and responsibility is clear.

Scott

Product Engineer

How has your career grown since starting at the company?

Asana runs on distributed responsibility, which means leaders work to empower others to be as autonomous as possible. The opportunities for me to mentor others and guide teams have let me grow from being Asana’s first new grad hire to an Engineering Manager in our NYC office. I love that my career growth has come from focusing on areas I love!

Rachel

Engineering Manager

How do you empower your team to be more creative?

We believe that creativity is borne of autonomy and clear responsibility. We have a company commitment to taking and giving full responsibility. This means we like to be explicit about who owns what and what that entails. This empowers team members to be creative with their solutions because they own the outcomes.

Scott

Site Lead

How does the company support your career growth?

I value the emphasis on personal development. Whether it be learning new technical skills or improving my communication and relationships with others, Asana has supported my growth.

Michelle

Product Engineer

What are Asana Perks + Benefits

Asana Benefits Overview

The work you do at Asana will be challenging, and the pace will be fast. Our benefits programs center on wellness and empathy, and are designed to ensure that you are energized, focused, and thriving. Asana, we provide you with comprehensive health benefits, flexible time off, free executive and life coaching and our in-house culinary program, where you can fuel up on healthy, organic snacks and three meals a day, made by our Culinary team.

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Unconscious bias training
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Dental Benefits
We pay 100% of dental benefits premium and 60% for eligible dependents.
Vision Benefits
We pay 100% of vision benefits premium and 60% for eligible dependents.
Health Insurance Benefits
We pay 100% of health benefits premium and 60% for eligible dependents.
Life Insurance
We offer basic life and AD&D insurance for beneficiaries at 1x an employee's annual salary, up to $170,000.
Wellness Programs
Retirement & Stock Options Benefits
401(K)
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide up to sixteen weeks of Parental Leave that can be used in a continuous block, or intermittently, over the baby’s first birth, adoption or foster year.
Flexible Work Schedule
Adoption Assistance
Return-to-work program post parental leave
Vacation & Time Off Benefits
Generous PTO
Sabbatical
Paid Holidays
We offer 10 paid days to observe major holidays throughout the calendar year.
Paid Sick Days
Perks & Discounts
Casual Dress
Our office is casual, so we encourage our team to wear what makes us most comfortable.
Commuter Benefits
Company Outings
Free Daily Meals
Stocked Kitchen
Happy Hours
Fitness Subsidies
Asana covers up to $100 per month for health and fitness memberships and classes.
Professional Development Benefits
Job Training & Conferences
Diversity Program
We commit to creating an empowering and welcoming workplace culture through Diversity and Inclusion. We celebrate and support our identities with ERGs and continue to develop fair hiring practices.
Lunch and learns
Cross functional training encouraged
Mentorship program
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