Customer Success Manager, Named Accounts
At Asana, we’re building collaboration software to help every team in the world become more effective in working together and realizing their goals. We’re passionate about investing in the success of our customers in adopting Asana as both a technology product and a holistic approach to teamwork. Our Customer Success team takes responsibility for helping teams just starting to use Asana get off to the right start and then get the most out of the product over time. We’re looking for individuals who thrive on teaching and helping others adopt new technology, new habits and new skills.
As a Customer Success Manager, you will use a combination of tools to help get new Asana users started, learn about their business and what coordination needs they have, and ensure that they know how to use Asana to their maximum benefit. You will become a lifeline to these teams over their entire experience with Asana. Their successes will feel like yours. You are empathetic to their specific business processes, and to the variety of personalities in their team, and can craft communication and education tailored to each.
Equipped with the knowledge about what it takes for teams to succeed, you’ll provide quantitative and qualitative feedback to the product and operations teams to improve the Asana experience. To the entire Asana team, you’ll exemplify an empathetic, customer-centric perspective that will help round out our approach to solving the challenges of team collaboration.
Requirements
- 5+ years experience in professional services or b2b account management
- Genuine passion for helping teams succeed and a deep sense of empathy for busy technology users
- Great communication skills - able to provide clear & concise guidance through emails, over the phone, or in person with a casual and confident tone
- 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
- Relentlessly optimistic and adaptive problem-solver - able to zoom in to most granular details and also zoom out to understand the philosophy of how and why decisions are made
- Innately understand how to balance advocacy for the company and the customer
- Attentive to the details that make service stand out
Desirable
- Deep Asana proficiency
- Passion for changing the way teams collaborate
- Cross-functional experience driving new programs and process improvements with Sales, Marketing, and PR teams
- Fearless public speaker, energized by meeting new people
- Background in user research, content development, or process engineering
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