Customer Success Manager, Named UKI - Fixed Term

<p>(This is a fixed term role with a duration period of August 2026 - August 2027)&nbsp;</p> <p>&nbsp;</p> <p>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 &amp; 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. You will lead the charge in building durable adoption and driving measurable business outcomes that define the future of work.</p> <p>&nbsp;</p> <p>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. You’ll exemplify an empathetic, customer-centric perspective to the entire Asana team.</p> <p>&nbsp;</p> <p><strong>This role will be a parental leave for a 12 months contract</strong>, to <strong>partner with customers in our UKI market, </strong>based in our London office with an <a href="https://theworkback.com/reuniting-teams/">office-centric hybrid</a> schedule. The standard in-office days are Monday, Tuesday, and Thursday. Most Asanas have the option to work from home on Wednesdays. 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.</p> <p><strong>What you’ll achieve</strong></p> <ul> <li> <p data-path-to-node="10,0,0"><strong data-path-to-node="10,0,0" data-index-in-node="0">Drive AI-First Adoption + Value Realization:</strong> Move beyond tactical support to become a trusted advisor on the collaborative work management space and AI operationalization.</p> </li> <li> <p data-path-to-node="10,1,0"><strong data-path-to-node="10,1,0" data-index-in-node="0">Orchestrate Executive Relationship Management:</strong> 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.</p> </li> <li> <p data-path-to-node="10,2,0"><strong data-path-to-node="10,2,0" data-index-in-node="0">Architect Strategic Success Planning:</strong> Partner with customers to design AI adoption roadmaps and Success Plans that align technical implementation with measurable business outcomes and strategic KPIs.</p> </li> <li> <p data-path-to-node="10,3,0"><strong data-path-to-node="10,3,0" data-index-in-node="0">Manage Lifecycle Execution &amp; Enablement:</strong> Drive the end-to-end customer journey, delivering value through complex change management, AI governance frameworks, workflow optimization, and business reviews.</p> </li> <li> <p data-path-to-node="10,4,0"><strong data-path-to-node="10,4,0" data-index-in-node="0">Execute Commercial Strategy &amp; Growth:</strong> Collaborate with Sales to engineer strategic account plans, securing renewals and identifying high-value expansion opportunities through deep executive alignment.</p> </li> <li> <p data-path-to-node="10,5,0"><strong data-path-to-node="10,5,0" data-index-in-node="0">Scale Advocacy &amp; Programs:</strong> Establish internal Centers of Excellence (CoE) and Champion Networks, transforming power users into brand advocates to generate high-impact case studies and testimonials.</p> </li> <li> <p data-path-to-node="10,6,0"><strong data-path-to-node="10,6,0" data-index-in-node="0">Deploy Data-Driven Proactivity:</strong> Leverage usage analytics to launch targeted engagement campaigns and execute proactive risk-mitigation strategies, ensuring high retention and long-term customer health.</p> </li> <li> <p data-path-to-node="10,7,0"><strong data-path-to-node="10,7,0" data-index-in-node="0">Amplify Product Voice &amp; Feedback Loops:</strong> Serve as a strategic conduit between customers and R&amp;D, translating complex field requirements into actionable insights for product roadmaps and business strategy.</p> </li> <li> <p data-path-to-node="10,8,0"><strong data-path-to-node="10,8,0" data-index-in-node="0">Engage in the Field:</strong> Execute high-touch, on-site engagements (up to 25% travel) to deepen partnerships and ensure successful deployment within the customer's physical environment.</p> </li> </ul> <p><strong>About you</strong></p> <ul> <li> <p data-path-to-node="12,0,0">Demonstrates curiosity about AI tools and emerging technologies, with a willingness to learn and leverage them to enhance productivity, collaboration, or decision-making.</p> </li> <li> <p data-path-to-node="12,1,0">Brings 8+ years of professional experience, featuring 5+ years of proven success driving retention and expansion within SaaS-based Customer Success or Account Management.</p> </li> <li> <p data-path-to-node="12,2,0">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.</p> </li> <li> <p data-path-to-node="12,3,0">Shows deep expertise in executive leadership and strategic impact by orchestrating high-stakes enterprise accounts (including Fortune 500), leading complex technology implementations, and driving growth through both product-led and sales-led motions.</p> </li> <li> <p data-path-to-node="12,4,0">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.</p> </li> <li> <p data-path-to-node="12,5,0">Owns and scales high-value portfolios, delivering white-glove post-sales services that secure long-term advocacy across diverse stakeholder groups, from C-level to functional admins.</p> </li> <li> <p data-path-to-node="12,6,0">Bridges the gap between micro-adoption and macro-strategy, analyzing end-user behaviors to ensure product usage translates into scalable, measurable organizational impact.</p> </li> <li> <p data-path-to-node="12,7,0">Operates as a strategic change agent capable of contextualizing platform use cases within complex change-management frameworks across multiple business units.</p> </li> <li> <p data-path-to-node="12,8,0">Future-proofs customer workflows by advising on AI-enabled SaaS, automation, and the operationalization of AI to drive efficiency and competitive advantage.</p> </li> <li> <p data-path-to-node="12,9,0">Thrives in high-ambiguity environments, successfully balancing high-level strategic planning with a "bias toward action" and disciplined, detail-oriented execution.</p> </li> <li> <p data-pat