Customer Success Manager - Portfolio Accounts

About the Role

As a key member of the Portfolio Customer Success team, you will be responsible for building strong relationships with customers, conducting discovery to understand their needs, and delivering storytelling business reviews that articulate value realized and identify areas of opportunity for deeper impact. You will also lead design workshops to give customers firsthand experience building and adapting their processes in Asana, and consult on change management to help customers adopt Asana as a new way of working.

The success of our customers is critical to the success of Asana, and as a Customer Success Manager, you will play a key role in driving this success. You will work closely with the sales team to identify new business opportunities, and with the product team to provide feedback and insights that will inform the development of new features and products.

What You Will Do

• 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

What We Are Looking For

• 5+ years of demonstrated success in an Account Management or Customer Success role
• 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
• Strong understanding of Excel and ability to work with data to inform business decisions
• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and colleagues
• Strong problem-solving skills, with the ability to think critically and creatively

Nice to Have

• Experience working with Asana or similar work management and AI coordination platforms
• Knowledge of consumption-based service plans and experience advising customers on these plans
• Experience working in a fast-paced, rapidly changing environment, with a willingness to adapt to new technologies and processes
• Certification in AI adoption or change management, or a related field

Benefits and Perks

• Competitive salary and equity package
• Comprehensive health, dental, and vision insurance
• Flexible PTO policy and remote work stipend
• Professional development opportunities, including training and education programs
• Access to the latest technologies and tools, including Asana's work management and AI coordination platform
• Opportunity to work with a talented and dedicated team, with a strong focus on collaboration and teamwork
• Recognition and rewards for outstanding performance, including bonuses and promotions

• Make sure to highlight your experience working with AI tools and emerging technologies, and demonstrate your ability to learn and leverage new technologies to enhance productivity and collaboration.
• Emphasize your strong understanding of Excel and ability to work with data to inform business decisions, as well as your excellent communication and interpersonal skills.
• Show a willingness to learn and adapt to new technologies and processes, and demonstrate your ability to guide organizations through process and behavioral shifts.
• Be prepared to provide specific examples of your experience working with customers to understand their unique business objectives and help them achieve their goals using Asana's work management and AI coordination platform.
• Research the company culture and values, and be prepared to discuss how you align with them and how you can contribute to the team's success.
• Don't be afraid to ask questions during the interview process, and be prepared to discuss your career goals and how this role aligns with them.