Customer Success Manager – Top Accounts

Customer Success Manager – Top Accounts

Requirements

• Proven professional experience of a minimum of 12 years, with at least 8 years in a SaaS-based Customer Success or Account Management role.
• Prior experience managing and owning the full renewal cycle of the hughes value, strategic customers for your organization.
• Prior experience managing extensive, complex enterprise-level accounts with a focus on implementing large-scale technology solutions while working with a broad range of stakeholders, from C-Suite and administrators to functional leaders.
• Customer-centric at your core – you’re devoted to ensuring our customers’ success and adoption of Asana and advocate for customers’ needs.
• Organized, driven and process-oriented. You’re able to effectively balance competing priorities and make decisions that best support Asana, the team, and the customer. You’re flexible and able to efficiently switch contexts across customer scenarios. You develop systems to stay organized for not only your day-to-day but also partnering with internal cross-functional teams.
• Self-motivated, proactive team player. You are biased for action and work effectively in a highly ambiguous, ever-changing environment. You’re able to zoom in on most granular details and also zoom out to understand the philosophy of how and why decisions are made.

Responsibilities

• Develop, nurture and own relationships at every level of the organization with a hyper focus on senior-level and decision-making stakeholders; Serve as a trusted advisor on collaborative work management.
• Partner with customers to identify their strategic goals and co-create impact 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 performance reviews, roadmap consultations and renewal negotiations.
• 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 adoption to identify trends in order to drive targeted campaigns for enhanced engagement and product adoption.
• Forecast and report on retention and renewal trends 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 35% of the time.

Preferred Qualifications

No preferred qualifications provided.