Customer Success Manager, Scaled Accounts

Our Customer Success team 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 a Customer Success Manager, Scaled to partner with our growing customer base across Japan to drive adoption, retention, and satisfaction through time-bound engagements and scalable strategies.

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. If you're interviewing for this role, your recruiter will share more about the in-office requirements.

What you’ll achieve

• Work with Asana customers across industries, functions, and stages of their customer journey in Japan through time-bound 1:1 and scaled engagements.
• Drive customer outcomes and value by consulting on change management, leading design workshops, and delivering strategic business reviews.
• Empower customers to become self-sufficient Asana champions, solving immediate needs while focusing on long-term value realization and retention.
• Co-create strategies and plays with the Scaled CS team to maximize engagement tactics across a broad customer base.
• Partner cross-functionally with Sales and Renewals to flag account risks, provide customer insights, and identify expansion opportunities.
• Liaise with Support and Finance to resolve customer issues efficiently.
• Serve as the voice of Japanese customers cross-functionally, sharing key insights and feedback with Product and business leaders.

About you

• Demonstrates curiosity about AI tools and emerging technologies, with a willingness to learn and leverage them to enhance productivity, collaboration, or decision-making.
• 3+ years of success in an Account Management or Customer Success role.
• Customer-centric approach with a dedication to ensuring customer success and advocating for their needs.
• Strong communicator capable of engaging confidently and concisely with diverse audiences, including cross-functional teams and customer executives, across Asana, email, phone, and in-person settings.
• Self-motivated with a bias for action and the ability to thrive in dynamic, fast-paced environments.
• Process-oriented mindset with strong prioritization skills to support company, team, and customer objectives.
• Native or professional fluency in Japanese, with business-level English proficiency to collaborate effectively with local and global stakeholders.

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