Customer Success Manager, Top Accounts

The Asana Customer Success Team is at the forefront of the next industrial revolution: helping the world’s most sophisticated organizations deploy Asana as the system for human + AI coordination at scale. As a Customer Success Manager for Top Accounts, you are not just managing software; you are a strategic advisor helping our largest customers deploy Asana as the definitive system for AI coordination. You will lead the charge in building durable adoption and driving measurable business outcomes that define the future of work. 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 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. If you're interviewing for this role, your recruiter will share more about the in-office requirements. What You’ll Achieve:

• Driving AI-First Adoption + Value Realization: In this role, you will move beyond tactical support to become a trusted advisor on the collaborative work management space and AI operationalization. - Executive Relationship Management: Orchestrate and own high-stakes relationships across all organizational tiers, acting as a trusted advisor to C-Suite stakeholders on collaborative work management and the integration of Human + AI coordination. - Partner with customers to architect AI adoption roadmaps and Success Plans that align technical implementation with measurable business outcomes and strategic KPIs. - Drive the end-to-end customer journey, delivering value through complex change management, AI governance frameworks, workflow optimization, and business reviews. - Collaborate with Sales to engineer strategic account plans, securing renewals and identifying high-value expansion opportunities through deep executive alignment. - Establish and scale internal Centers of Excellence (CoE) and Champion Networks, transforming power users into brand advocates to generate high-impact case studies and testimonials. - Leverage usage analytics to launch targeted engagement campaigns and deploy proactive risk-mitigation strategies, ensuring high retention and long-term customer health. - Serve as a strategic conduit between customers and R&D, translating complex field requirements into actionable insights for product roadmaps and business strategy. - Execute high-touch, on-site engagements (up to 25% travel) to deepen partnerships and ensure successful deployment within the customer's physical environment.