Manager, Customer Success

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

• 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.
• Build and nurture executive-level relationships with enterprise customers, serving as an escalation point, strategic advisor, and leader for executive business reviews.
• 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.
• Identify, track, and mitigate churn risk while systematically surfacing and converting expansion opportunities.
• 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.