Manager, Customer Success

This role is based in our Chicago office with an office-centric hybrid schedule. 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.

About the role

Our Customer Success team is committed to helping customers maximize the value of Asana as both a technology platform and a holistic approach to collaboration. From high touch to scalable success, our goal is to deepen the usage of the whole work graph, resulting in delivering unmatched value with scalability and consistency. We strive to help all of our customers, across countries, industries, and functions, get off on the right foot and continue to get the most value out of Asana over time. As a Manager, Customer Success (L7), you will lead our Enterprise Accounts team, taking ownership of the health, growth, and strategic value delivery of our most critical enterprise customer relationships. Reporting to Customer Success leadership, you will coach and develop a team of Enterprise Customer Success Managers, build scalable programs that drive adoption and AI consumption, and serve as a key cross-functional partner across Sales, Product, and Enablement. You will bring people leadership, operational excellence, and customer obsession to drive AI-driven transformation across our enterprise portfolio.

Responsibilities

• People Leadership & Coaching: Coach, mentor, and develop a high-performing team of Enterprise CSMs through regular 1:1s, performance reviews, and career development planning while defining goals, KPIs, and success metrics.
• Executive Relationship Advisory: Build and nurture executive-level relationships with enterprise customers, serving as an escalation point, strategic advisor, and leader for executive business reviews.
• Program & Operational Scaling: 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.
• Portfolio Risk & Opportunity Management: Identify, track, and mitigate churn risk while systematically surfacing and converting expansion opportunities.
• Cross-Functional Voice of Customer: Partner closely with Sales on account strategy and collaborate with Product to capture product gaps, synthesize customer feedback, and influence the product roadmap.

Requirements

• Demonstrates curiosity about AI tools and emerging technologies, with a willingness to learn and leverage them to enhance productivity, collaboration, or decision-making.
• 7+ years of experience in Customer Success or Account Management within Enterprise SaaS, with at least 2–3 years in a direct people leadership or team management role.
• Proven track record managing complex, high-value enterprise accounts, with 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 on behalf of your team and the organization.
• Strong analytical mindset with experience owning and reporting against key SaaS metrics, including GRR, NRR, and adoption KPIs.
• Exceptional cross-functional communicator skilled at partnering across Sales, Product, and Enablement teams.

Pay

For this role, the estimated OTE range is between $214,000 - 252,000. The actual base salary will vary based on various factors, including market and individual qualifications objectively assessed during the interview process. The listed range above is a guideline, and the base salary range for this role may be modified. In addition to base salary, your compensation package may include additional components such as equity, sales incentive pay (for most sales roles), and benefits.

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

These are just some of the benefits we offer, and benefits may vary based on role, country, and local regulations.

Schedule

Office-centric hybrid schedule with standard in-office days Monday, Tuesday, and Thursday. Option to work from home on Wednesdays. Friday work-from-home depends on role and team partnerships.

About Us

Asana is a leading platform for human + AI collaboration. Millions of teams around the world rely on Asana to achieve their most important goals, faster. Asana has been named to Fortune's Best Workplaces for 7+ years and recognized by Fast Company, Forbes, and Gartner for excellence in workplace culture and innovation. We offer an exceptional office-centric culture while adopting the best elements of hybrid models to ensure that every one of our global team members can work together effortlessly. With 13+ offices all over the world, we are always looking for individuals who care about building technology that drives positive change in the world and a culture where everyone feels that they belong. We believe in supporting people to do their best work and thrive. Our goal is to ensure that Asana upholds an environment where all people feel that they are respected and valued, whether they are applying for an open position or working at the company.