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Named CSM, Asana Gov
About the position
We are looking for a Named Customer Success Manager (CSM) to help support and grow our largest and most strategic federal government customers. As a Named CSM, you’ll guide a portfolio of customers to deploy Asana successfully, adopt it widely across their organization, and ensure they continuously gain business value from Asana. This critical role will support the creation and evolution of Asana Gov as a core business strategy, taking ownership of customer outcomes by balancing customer needs with business objectives, proactively identifying risks, and developing creative solutions that drive mutual value and long-term success. 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: onboarding, value creation, and renewal. Equipped with the knowledge of what it takes for federal 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. You’ll exemplify an empathetic, customer-centric perspective to the entire Asana team. This role is East Coast based, preferably in our New York office with an office-centric hybrid schedule, though we are open to remote candidates in the region. Regular travel to Washington, D.C. is expected to support our government partners. The standard in-office days are Monday, Tuesday, and Thursday. If you're interviewing for this role, your recruiter will share more about the in-office requirements.
Responsibilities
- Develop and nurture relationships across a portfolio of strategic federal government customers.
- Directly support the creation and evolution of the Asana Gov strategy, ensuring our platform meets the unique needs of the public sector.
- Partner with customers to identify their strategic goals and co-create impact plans with clear success metrics and engagement strategies.
- Execute all phases of the customer journey; ensuring value through deployment strategies, change management, workflow design, business performance reviews, and roadmap consultations.
- Collaborate with Sales to develop strategic account plans, nurture executive relationships, manage renewals, and explore expansion opportunities.
- Develop and maintain an internal Champion Network or Center of Excellence within the customer’s organization to help foster customer advocacy and facilitate customer testimonials or case studies.
- Analyze customer usage to identify trends and drive targeted campaigns for enhanced engagement and product adoption to proactively identify risks and lead internal teams to create and execute corrective plans.
- Serve as the voice of your customers by surfacing key trends and insights back to R&D and business teams.
- Travel to Washington, D.C. and meet customers on-site as needed.
Requirements
- Minimum 10 years of professional experience, with at least 5 years of demonstrated success in a SaaS-based Customer Success or Account Management role.
- Deep background working with federal customers, with a strong understanding of the specific procurement, security, and operational needs of government agencies.
- Direct experience with FedRAMP and navigating compliance requirements for cloud software in the public sector.
- Prior experience managing a book of high-value customer relationships in post-sales or deployment services with the ability to drive customer success and align within complex customer environments at executive and department levels.
- Ability to work with a broad range of stakeholders, from C-Suite and Asana administrators to functional leaders.
- Customer-centric at your core – you’re devoted to ensuring our customers’ success and adoption of Asana and advocate for customers’ needs .
- Self-motivated, proactive team player. You are biased for action and work effectively in a highly ambiguous, ever-changing environment. You’re able to zoom in on most granular details and also zoom out to understand the philosophy of how and why decisions are made.
- Driven and process-oriented. You’re able to effectively balance competing priorities and make decisions that best support Asana, the team, and the customer. You’re flexible and able to efficiently switch contexts across customer scenarios.
- Demonstrates curiosity about AI tools and emerging technologies, with a willingness to learn and leverage them to enhance productivity, collaboration, or decision-making
Benefits
- Mental health, wellness & fitness benefits
- Career coaching & support
- Inclusive family building benefits
- Long-term savings or retirement plans
- In-office culinary options to cater to your dietary preferences
