Customer Success Team Lead
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Job Description
Customer Success Team Lead managing Asana’s Bulgaria-based remote team. Coaching performance, customer adoption, and operational delivery for collaboration software users.
Responsibilities:
- Manage the day-to-day performance and operations of the Asana Customer Success team
- Support direct reports and the wider team in day-to-day operations
- Monitor and coach the team against key performance metrics
- Manage team capacity through scheduling, work allocation, and content management
- Identify and innovate on gaps in the wider Customer Success program
- Serve as an Asana product expert and trusted advisor for the team
- Guide and coach the team to conduct high-quality customer conversations maximizing value and efficiency
- Drive the team to meet and exceed weekly, monthly, and annual targets
- Monitor team performance and identify achievements and development areas
- Take responsibility for Customer Success Managers’ day-to-day development and performance
- Motivate Customer Success Managers and manage program activities, training, and logistics
- Provide performance coaching and mentoring to ensure productivity and goal achievement
- Identify best practices and provide insights to the wider team and leadership
- Communicate program feedback and strategic recommendations for program strategies, tactics, revisions, and implementations
- Partner with customers, internal stakeholders, and cross-functional teams to support continued success with Asana
Requirements:
- 4+ years of experience in Customer Success and/or related roles, account management, program management, or strategic consulting, preferably in a SaaS environment
- 2+ years of management/supervisory experience
- Fluency in English
- Excellent verbal and written communication skills
- Results-oriented with ability to motivate others and drive performance
- Adaptive management style and ability to work at micro and macro levels
- Self-reliant, adaptable, decisive, and professional; able to effectively multi-task in a dynamic environment
- Self-motivated, proactive team player able to work effectively in an ambiguous, ever-changing environment
- Growth mindset and openness to feedback
- Exceptional communication and facilitation skills, including engaging, presenting, and influencing stakeholders across all levels
- Sales skills preferred for coaching upselling and recommending additional services
- Excellent time management and multi-tasking skills
- Tech-savvy with ability to learn, comprehend, and explain technological terms
- Familiarity with Apple operating system
- Comfortable utilizing multiple systems or software simultaneously, including CRMs, communication platforms, and project management platforms
Benefits:
- Remote or hybrid work
- Additional health insurance
- Mental health program
- MultiSport card
- Access to company library of 50+ hours of sales video training
- Access to Skillsoft learning platform with Business, Design, and Tech online courses
- Work computer
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