Nonprofit Customer Success Manager

Job Description

At Asana, we’re building collaboration software to help every team in the world become more effective in working together and realizing their goals.

We're looking for our first Customer Success Manager (CSM) to join our new go-to-market team dedicated to Asana’s portfolio of Nonprofit customers.

In this role, you’ll report directly to the Head of Nonprofits and be a dotted-line member of our broader CSM team. You will help support and expand the base of our impact-focused customers across a hybrid book of business includes SMB & Mid-Market customers (companies with 200 - 2000 employees) as well as Enterprise customers (2000+ employees).

As a CSM, you’ll guide the customer to deploy Asana successfully, adopt it widely across their organization, ensure they continuously gain business value from our products and services, and help expand new use cases and teams. 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: on-boarding, adoption, advocacy and renewal

What You’ll Achieve

• As our first CSM focused on the Nonprofit vertical, you’ll develop expertise and insights on the needs of our Nonprofit customers and use those insights to help evolve the post-sales strategy for these customers.
• You will maintain ownership of a book of SMB, MM, and ENT nonprofit customers, weaving a web to develop new relationships while supporting existing teams to ultimately drive adoption and retention of Asana across their organization.
• You will act as a strategic consultant to an important base of customers striving to make the world better through their missions -- developing a deep understanding of their motivations, business drivers, and strategic goals.
• Develop a strong point of view of how Asana can deliver the most important business outcomes across your customers’ tech stack.
• Co-create joint account plans with a Nonprofit AE that include success metrics, engagement and adoption strategy, timelines, communication, and customer advocacy and expansion plans.
• Partner with a Nonprofit AE, Head of Nonprofits, and Head of Customer Advocacy to build and secure long-term executive relationships.
• Develop and maintain an internal Champion Network across your customer’s organization, facilitating workshops on best known practices to catalyze organic growth.
• 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.
• 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.

About You

• Passionate about the future of work and positively impacting the working lives of people in impact-driven work.
• Entrepreneurial and excited about being the first Customer Success team member of a scrappy, early-stage GTM team.
• At least 5 years demonstrated success in a Customer Success, Account Management, Partnerships, or Business Development role. SaaS experience preferred.
• Thrive by building trust and communicating effectively with a broad range of stakeholders, from C-Suite and Asana administrators to day-to-day Asana users.
• Vertical knowledge and experience working with nonprofits, NGOs, B-Corporations and/or social enterprises preferred.
• Experience in a sales environment and ability to partner with account executives in development and closure of sales opportunities is preferred.
• Customer-centric at your core. You’re devoted to ensuring our customers’ success and adoption of Asana and advocate for customers’ needs.
• Driven, process-oriented person. You’re able to effectively balance competing priorities and make decisions that best support Asana, the team, and the customer. You’re able to efficiently switch contexts from responding to customer emails to giving a product demo to meeting with the product team about an upcoming feature.

About us

At Asana, we're building a better way to work, fueled by transparency, inclusion, and technology that is a force for positive change. Asana is a work management platform that helps teams orchestrate their work, from daily tasks to strategic initiatives, so they can move faster and accomplish more with less. For the past 5 years, we've been named a top workplace, including top 10 Great Place to Work Best Small & Medium Workplaces, #1 Fortune Best Workplace in the Bay Area for four years in a row, #8 Fortune Best Workplaces for Women, #14 Glassdoor Best Place to Work , #15 Fast Company World’s Most Innovative Companies , and one of Ireland's Best Workplaces . With offices all over the world, we are always looking for curious, collaborative, and mission-driven people to help us enable the world’s teams to work together effortlessly.
We believe in supporting people to do their best work and thrive, and building a diverse, equitable, and inclusive company is core to our mission. Our goal is to ensure that Asana upholds an inclusive environment where all people feel that they are equally respected and valued, whether they are applying for an open position or working at the company. We welcome applicants of any educational background, gender identity and expression, sexual orientation, religion, ethnicity, age, citizenship, socioeconomic status, disability, and veteran status.