Head of Strategic Customer Success
Posted on 1/26/2023

1,001-5,000 employees

Team collaboration & work management platform
Company Overview
Asana's mission is to help humanity thrive by enabling the world's teams to work together effortlessly. The company builds collaborative tools for enterprise teams.
San Francisco, CA, USA
Experience Level
Desired Skills
Data Analysis
Sales & Account Management
  • 6+ years of CS leadership, building teams within high-growth SaaS organization(s), with demonstrated experience defining segment support for high-value, high-touch, strategic accounts
  • Customer obsessed -- a passion for understanding, driving, and improving customer adoption of Asana's product
  • Dedicated people manager who gets satisfaction from developing mid-career team members
  • A leader with a bias towards action and the ability to build and make the business case for CS investments
  • Skilled in navigating cross-functional relationships to get buy-in in a high-growth SaaS environment
  • Exposure to & direct experience in:
  • Leading a team that is part of a global, matrixed organization
  • Building and managing a post-sale team that maintains multi-faceted lifecycle relationships with Strategic (10,000+ employees) customers
  • Partnering effectively with sales leadership to deliver on shared goals
  • Lead creation of a differentiated customer experience for Asana's most valuable (and often complex) customers
  • Scale the STRAT CS team through recruitment, training, coaching, and development
  • Define Asana's playbook of approaches for STRAT (10,000+ employees) customers -- focused on improving customer adoption, building relationships, creating mission-critical workflows and driving recurring revenue
  • Drive three primary metrics: increase breadth and depth of product usage, cultivate champion relationships, and report on customer ROI to drive NRR
  • Catalyze new business by partnering with Professional Services, Channel, Customer Advocacy and Customer Marketing to increase the number of customer champions and reference-ability of customers
  • Drive alignment with key partner teams in Sales, Solutions Engineering, and UO
  • Work with Revenue Operations to drive customer learnings and operational analytics
  • Act as an escalation point -- working with the team to develop solutions to problems, drive customer alignment, and directly engage with customers