Customer Success Manager - Portfolio Accounts

About the role

The Portfolio Customer Success team partners with customers on leveraging Asana, including AI-powered features, to achieve their unique business objectives. The Customer Success Manager (CSM) will serve as a strategic thought partner and trusted advisor, guiding customers through AI adoption and change management.

Responsibilities

• Work with Asana customers across industries, functions, and stages of their journey in an assigned book of business
• Conduct discovery to build rapport and deeply understand customers' needs, business processes, and vision
• Consult on change management to help customers adopt Asana as a new way of working
• Lead design workshops to give customers firsthand experience building and adapting their processes in Asana
• Deliver storytelling business reviews that articulate value realized and identify areas of opportunity for deeper impact
• Empower customers to become self-sufficient Asana champions, balancing immediate needs with long-term success and retention
• Consult on AI adoption strategy: translate Asana’s AI capabilities into measurable business outcomes for customers, including consumption-based planning, ROI framing, and executive storytelling
• Drive change management for AI transformation: help customers navigate the people, process, and technology shifts required to move from tool adoption to genuine AI-enabled productivity
• Act as the primary advisor when customers ask: "How can AI help my team work better?", connecting specific Asana AI features to their workflows, industry context, and goals

Requirements

• 5+ years of demonstrated success in an Account Management or Customer Success role
• Represent the voice of the customer back to Product regarding AI feature gaps, opportunities, and adoption blockers
• Data literacy: Comfortable working with usage data, health scores, and platform analytics to inform account strategy and customer conversations
• AI adoption consulting: Experience helping customers evaluate, adopt, or scale AI tools in their workflows, or a demonstrable ability to learn and advise on this rapidly
• Change management for technology transitions: Ability to guide organizations through process and behavioral shifts, especially as AI capabilities evolve
• Demonstrates curiosity about AI tools and emerging technologies, with a willingness to learn and leverage them to enhance productivity, collaboration, or decision-making

Qualifications

• Deep product knowledge and an AI-forward mindset
• Equipped with subject-matter expertise on consumption-based service plans
• Exemplifies empathetic customer-centricity to the entire Asana team

Skills

• Strong communication and interpersonal skills
• Ability to work independently and manage multiple priorities
• Experience with AI and its integration into business processes
• Strong analytical and problem-solving skills

Benefits

• Mental health, wellness & fitness benefits
• Career coaching & support
• Inclusive family building benefits
• Long-term savings or retirement plans
• In-office culinary options to cater to your dietary preferences

Pay

The estimated base salary range for this role is between $116,800 - $132,800. The actual base salary will vary based on various factors, including market and individual qualifications objectively assessed during the interview process.

Schedule

This role is remote based in California.