customer support
Posted 5 days agoCustomer Success Manager, Named UKI - Fixed Term
at Asana
London, United KingdomHybrid
Responsibilities
- Drive AI-First Adoption + Value Realization: Move beyond tactical support to become a trusted advisor on the collaborative work management space and AI operationalization. •
- Architect Strategic Success Planning: Partner with customers to design AI adoption roadmaps and Success Plans that align technical implementation with measurable business outcomes and strategic KPIs. •
- Manage Lifecycle Execution & Enablement: Drive the end-to-end customer journey, delivering value through complex change management, AI governance frameworks, workflow optimization, and business reviews. •
- Execute Commercial Strategy & Growth: Collaborate with Sales to engineer strategic account plans, securing renewals and identifying high-value expansion opportunities through deep executive alignment. •
- Scale Advocacy & Programs: Establish internal Centers of Excellence (CoE) and Champion Networks, transforming power users into brand advocates to generate high-impact case studies and testimonials. •
Requirements
- 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 UK & Ireland, you are not just managing software; you are a strategic advisor helping our largest customers deploy Asana as the definitive system for AI coordination.
- 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.
- Most Asanas have the option to work from home on Wednesdays.
- Orchestrate Executive Relationship Management: 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. •
- Demonstrates curiosity about AI tools and emerging technologies, with a willingness to learn and leverage them to enhance productivity, collaboration, or decision-making. •
- Acts as a forward-thinking strategic leader who embraces an evolving technology landscape and can translate complex workflows, including AI and work management capabilities, into tangible business value. •
- Masters executive storytelling, with a proven track record of leading C-suite business reviews that translate product impact into compelling ROI narratives aligned with organizational OKRs and KPIs. •
- Future-proofs customer workflows by advising on AI-enabled SaaS, automation, and the operationalization of AI to drive efficiency and competitive advantage. •
Experience
- Brings 8+ years of professional experience, featuring 5+ years of proven success driving retention and expansion within SaaS-based Customer Success or Account Management. •
Benefits
- This role will be a parental leave for a 12 months contract , to partner with customers in our UKI market.
- Our comprehensive compensation package plays a big part in how we recognize you for the impact you have on our path to achieving our mission.
- We believe that compensation should be reflective of the value you create relative to the market value of your role.
- To ensure pay is fair and not impacted by biases, we're committed to looking at market value which is why we check ourselves and conduct a yearly pay equity audit.
- For this role, the estimated base salary range is between £104,000 - £118,400. The actual base salary will vary based on various factors, including market and individual
- qualifications objectively assessed during the interview process. The listed range above is a guideline, and the base salary range for this role may be modified.
- In addition to base salary, your compensation package may include additional components such as equity, sales incentive pay (for most sales roles), and benefits.
- If you're interviewing for this role, speak with your Talent Acquisition Partner to learn more about the total compensation and benefits for this role.
- Long-term savings or retirement plans
- benefits may vary based on role, country, and local regulations. If you're interviewing for this role, speak with your Talent Acquisition Partner to learn more about the total compensation and benefits for this role. #LI-Hybrid About us
Additional details
- (This is a fixed term role with a duration period of August 2026 - August 2027)
- You will lead the charge in building durable adoption and driving measurable business outcomes that define the future of work.
- You’ll exemplify an empathetic, customer-centric perspective to the entire Asana team.
- This role is based in our London office with an office-centric hybrid schedule.
- The standard in-office days are Monday, Tuesday, and Thursday.
- 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 •
- Amplify Product Voice & Feedback Loops: Serve as a strategic conduit between customers and R&D, translating complex field
- requirements into actionable insights for product roadmaps and business strategy. •
- Engage in the Field: Execute high-touch, on-site engagements (up to 25% travel) to deepen partnerships and ensure successful deployment within the customer's physical environment. About you •