Manager, Customer Onboarding at Asana
San Francisco, CA, US

Our Customer Onboarding team helps expedite the customer’s ability to find clarity in their work and get results with Asana. We are Asana experts, change management agents, and trusted advisors to customers spanning across all industries, roles, and regions. We are also drivers of change within our own organization, contributing to many strategic initiatives impacting the companies long-term growth and success.

We’re looking for an experienced leader in our Customer Success org to scale a growing team of Onboarding Consultants responsible for delivering high impact, time-bound services that help customers meet their goals and adopt Asana.

Asana’s customer onboarding services are pre-packaged solutions taking place over the first 30-180 days focused on helping customers see early value in adopting a work management software, training key collaborators, and facilitating the change management process across all Asana users. You will be responsible for working cross-functionally across sales, marketing, and operations to define and implement Asana’s customer onboarding strategy at scale.

You must be a hands-on leader who enjoys leading from the front and getting into details while also being able to think and act strategically.  A core priority is to be a greater leader for your team and business partner acting as a mentor and a coach who is able to guide team members through challenging and ambiguous situations and help them keep our engagements on track. You'll do this all while keeping pace with rapid organizational growth and in coordination with global teams.

What you’ll achieve

    Design, develop, and deliver the strategy for the full range of time-bound Customer Success services focused on getting teams to adopt Asana
    Oversee and support the scaling of our Onboarding Consultants team, focused on onboarding mid-sized teams through pre-packaged adoption solutions taking place over their first 30-180 days
    Identify opportunities to maximize customer value both during and after the onboarding experience via new and innovative methods you test and show success with
    Immediately expand the team of onboarding consultants across multiple North American locations to meet the increasing demand.
    Drive three primary metrics: increase utilization, cultivate champion relationships, and successfully graduate accounts
    Work cross-functionally to drive operational requirements and implement processes to scale the sale and delivery of onboarding services, from pre-sales through implementation
    Partner with Revenue Operations and Professional Services to drive customer learnings and operational analytics
    Provide a framework and enable colleagues in global offices to implement best practices from the onboarding services playbook
    Act as an escalation point for onboarding services, working with the team to develop solutions to problems, drive customer alignment and be accountable for engagement success

About you

    6+ years of experience in a customer-facing role within a rapidly growing SaaS organization
    Minimum 2 years of experience managing high-velocity, customer-facing teams focused on customer lifecycle management and customer success  
    Experience in:
        Leading a team that is part of a global, matrixed organization
        Building and managing teams that deliver time-bound engagements to SMB & Mid-Market customers
        Partnering effectively with sales counterparts to deliver aligned goals centered on Customer’s Success
    Dedicated people manager who gets satisfaction from developing early- to mid-career team members
    A leader with a bias towards action and ability to build and make the business case for scaling our business
    Skilled in navigating cross-functional relationships to get buy-in in a high-growth SaaS environment
    Customer obsessed -- a passion for understanding, driving, and improving customer adoption of Asana’s product.

About us

Asana helps teams orchestrate their work, from small projects to strategic initiatives. More than 75,000 organizations and millions of users rely on Asana, including AirAsia, AllBirds, Grab, KLM Air France, Kohl’s, Sephora, Traveloka, and Viessmann. Asana has been named a Top 5 Best Workplace and the #1 Best Workplace in the Bay Area by Fortune three years in a row, and one of Glassdoor’s and Inc.’s Best Places to Work. With nine global offices, including a San Francisco headquarters and flagship offices in Dublin, New York, Sydney, and Tokyo, Asana is always looking for curious, collaborative, and mission-driven people to help us enable the world’s teams to work together effortlessly.