Customer Success Manager, Scaled

Location: Tokyo office with an office-centric hybrid schedule; in-office days are Tuesday, Thursday, and one additional team-selected day. Work from home is generally available on the other two weekdays.

Company

Asana provides a collaboration platform for human and AI-supported work, used by millions of teams to achieve business goals.

What you will do

• Support Asana customers across industries, functions, and stages of the customer journey in Japan through time-bound 1:1 and scaled engagements.
• Drive customer outcomes through change management consulting, design workshops, and strategic business reviews.
• Help customers become self-sufficient Asana champions while supporting long-term value realization, retention, and satisfaction.
• Co-create scalable engagement strategies and plays with the Scaled Customer Success team.
• Partner with Sales and Renewals to identify account risks, customer insights, and expansion opportunities.
• Coordinate with Support and Finance to resolve customer issues and represent Japanese customer feedback to Product and business leaders.

Requirements

• 3+ years of experience in Account Management or Customer Success.
• Customer-centric approach with a focus on customer outcomes and advocacy.
• Strong communication skills with customers, executives, and cross-functional teams across written, phone, and in-person channels.
• Self-motivated, action-oriented, and able to work effectively in a dynamic, fast-paced environment.
• Strong prioritization and process-oriented skills.
• Native or professional fluency in Japanese and business-level English proficiency required.

Nice to have

• Curiosity about AI tools and emerging technologies and willingness to use them to improve productivity, collaboration, or decision-making.

Culture & Benefits

• Office-centric culture incorporating hybrid work practices.
• Opportunity to collaborate with local and global stakeholders.
• Inclusive environment supporting diverse backgrounds, perspectives, and skills.
• Global organization with more than 13 offices.