Customer Success Manager - Top Accounts

Our Customer Success Team is committed to helping customers adopt Asana as a collaborative work management platform. We strive to help all of our customers, across countries, industries, and functions, get the most value out of Asana over time. 

We are looking for a Top Customer Success Manager (CSM) to help support and grow our largest and most strategic customers. As a Top CSM, you’ll guide a portfolio of customers to deploy Asana successfully, adopt it widely across their organization, and ensure they continuously gain business value from Asana. By engaging your customers using a consultative approach, you’ll position yourself as a preferred long-term strategic partner and serve as the trusted point of contact across their lifecycle: onboarding, value creation, and renewal.  

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. You’ll exemplify an empathetic, customer-centric perspective to the entire Asana team.

This role is based in our New York office with an office-centric hybrid schedule. If based in-office: The standard in-office days are Monday, Tuesday, and Thursday. Most Asanas have the option to work from home on Wednesdays. Working from home on Fridays depends on the type of work you do and the teams with which you partner. If you're interviewing for this role, your recruiter will share more about the in-office requirements.

What you’ll achieve:

• Develop, nurture and own relationships at every level of the organization with a hyper focus on senior-level and decision-making stakeholders (ie C-Level); Serve as a trusted advisor on the collaborative work management space.
• Partner with customers to identify their strategic goals and co-create Success Plans with clear success metrics and engagement strategies.
• Execute all phases of the customer journey; ensuring value through deployment strategies, change management, workflow design, business reviews, and roadmap consultations.
• Collaborate with Sales to develop strategic account plans, nurture executive relationships, manage renewals, and explore expansion opportunities.
• Develop and maintain an internal Champion Network or Center of Excellence within the customer’s organization to help foster customer advocacy and facilitate customer testimonials or case studies.
• Analyze customer usage to identify trends and drive targeted campaigns for enhanced engagement and product adoption to proactively identify risks and lead internal teams to create and execute corrective plans.
• Identify and forecast risk while proactively identifying and mitigating risks to drive customer satisfaction and long-term success.
• Serve as the voice of your customers by surfacing key trends and insights back to R&D and business teams based on your knowledge of customers needs.
• Travel and meet customers on-site up to 25% of the time

About you:

• 10+ years of professional experience, including 7+ years of demonstrated success in a SaaS-based Customer Success or Account Management role.
• Proven track record managing large, complex enterprise accounts, including Fortune 500 organizations, driving both product-led and sales-led growth initiatives, and overseeing enterprise-wide technology implementations across diverse stakeholder groups—from C-suite executives to functional leaders and administrators. 
• Ability to run C-suite–level business reviews and craft compelling value narratives, align initiatives to OKRs/KPIs, influence decisions without direct authority, and deliver exceptional storytelling around impact and ROI.
• Experience owning a book of high-value customer relationships, delivering post-sales and deployment services, driving measurable value outcomes, and aligning with stakeholders across complex customer environments at both executive and departmental levels.
• Demonstrated capability to assess end-user adoption at the micro level and connect those behaviors to broader organizational objectives, ensuring cohesive and scalable impact.
• Deeply customer-centric—committed to ensuring customer success, product adoption, and advocacy, while representing customer needs internally.
• Self-motivated, proactive team player with a strong bias toward action; able to excel in ambiguous, fast-chang