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About the Role
Our Customer Success team at Asana 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.
We are looking for an experienced Enterprise Customer Success Manager to help support and grow our largest and most strategic named accounts. As an Asana Enterprise CSM based in our Tokyo office, you’ll guide the customer to deploy Asana successfully, adopt it widely across their organization, and ensure they continuously gain business value from our products and services. By engaging your customers using a consultative approach, you’ll position yourself as a preferred long-term strategic partner and serve as the trusted point of contact across their lifecycle.
About the Office & Schedule
This role is based in our Tokyo office with an office-centric hybrid schedule. The standard in-office days are Tuesday, Thursday and one additional day of choice, which may be determined by your team. Most Asanas have the option to work from home on the two other weekdays they are not in office.
Key Technical Responsibilities
- check_circle Maintain ownership of a portfolio of strategic customers, weaving a web to develop new relationships while supporting existing teams to ultimately drive adoption and retention of Asana across their organization
- check_circle Work with customers to understand their motivation, business drivers, strategic goals, and desired business outcomes; co-create joint customer impact plans that include success metrics, engagement and adoption strategy, timelines, communication, and plan to expand
- check_circle Execute on all phases of the customer journey, including deployment design and execution, change management consulting, workflow design, business performance reviews, roadmap advisory, and renewal touch points
- check_circle Develop and maintain an internal Champion Network across customer’s organization, facilitating workshops on best known practices
- check_circle Analyze customer usage in internal data systems to identify, communicate, and act upon both risks and opportunities; proactively drive data-driven, account-focused campaigns to increase customer engagement and product adoption
- check_circle Partner closely with Sales counterparts to build strategic account plans, nurture executive relationships, facilitate Executive Business Reviews, and identify expansion opportunities
- check_circle Serve as the voice of your customers by surfacing key trends and insights back to our Product, Research, and business teams
- check_circle Travel on-site up to 10% of the time, depending on customer needs
Prerequisites & Qualifications
- check Demonstrates curiosity about AI tools and emerging technologies, with a willingness to learn and leverage them to enhance productivity, collaboration, or decision-making
- check 5+ years of experience in a Customer Success, Consulting, or Account Management role working with large, complex Enterprise-level accounts
- check Experience managing a book of high-value customer relationships with an ability to drive customer success and align within complex organizational structures, building trust with stakeholders from C-Suite Executives to day-to-day users
- check Customer-centric at your core with a devotion to ensuring customer success, adoption, and advocating for regional customer needs
- check Strong cross-functional collaborator with experience partnering with Account Executives or Partners to provide a high-quality, thoughtful customer experience
- check Self-motivated, proactive team player with a bias for action and ability to work effectively in an ambiguous, ever-changing environment
- check Driven, process-oriented mindset with the ability to effectively balance competing priorities and make decisions that best support the customer, team, and Asana
- check Strong understanding of the Japanese market
- check Fluency in Japanese is required; proficiency in English is preferred
About Asana Greenhouse Board
Verified hiring organization details.
Asana is a leading enterprise work management platform designed to help teams orchestrate their work, from daily tasks to strategic initiatives. The Vancouver, BC engineering hub contributes to the development of Asana's core SaaS platform, utilizing modern web technologies and scalable architectures to support millions of global users. This hiring entity represents Asana's recruitment operations utilizing the Greenhouse applicant tracking system to onboard top-tier technical talent in Canada.