Interview Process for Manager, Enterprise Customer Success at Asana

The interview process for the Manager, Enterprise Customer Success role at Asana is comprehensive and designed to assess both leadership skills and customer success expertise, with a strong emphasis on your ability to manage enterprise-level client relationships and lead global teams. Below is a detailed overview based on my personal experience and insights gathered from others who have gone through the process.

1. Resume Screening and Initial Contact

The process begins with an initial resume review, where Asana looks for:

• Enterprise-level customer success experience in SaaS or other technology-driven industries.
• Proven track record of managing a customer success team and overseeing client retention and adoption.
• Experience in driving cross-functional collaboration with teams such as Sales, Product, and Support to ensure a cohesive customer journey.
• Leadership experience in managing a geographically distributed or global team, with a focus on employee development and performance management.

If your background aligns with these criteria, you will be contacted for a phone screen with a recruiter.

2. Recruiter Phone Screen

The recruiter call typically lasts 30-45 minutes and is focused on:

• Why you’re interested in the role at Asana and how you align with the company’s mission and values.
• Overview of your background in customer success, particularly with enterprise clients.
• Your leadership style: The recruiter will want to hear about your experience leading teams, especially how you manage performance and motivate staff.

Common questions may include:

• “What motivates you to work in customer success, particularly at an enterprise level?”
• “Can you walk me through your experience working with a global team?”
• “How do you define success for your customer success team?“

3. Technical and Leadership Interview

If you pass the recruiter screen, you’ll move on to a technical and leadership interview with the hiring manager or a senior leader from the Customer Success team. This round is focused on your ability to manage a team and drive success for enterprise clients. The interview typically lasts 60-90 minutes.

Key focus areas include:

• Enterprise Customer Success: You’ll be asked about your experience handling large accounts and ensuring high adoption of a SaaS product. Expect to discuss how you manage long-term relationships and maintain customer satisfaction over time.

  • Example: “How do you ensure enterprise clients are successfully onboarded and achieve value quickly?”

• Leadership Skills: The interviewer will assess your ability to lead and develop a high-performing team. They’ll ask about performance management, setting goals, and fostering a culture of continuous improvement.

  • Example: “How do you handle underperforming team members while maintaining morale and productivity?”

• Cross-functional Collaboration: Asana emphasizes teamwork, so expect to discuss how you’ve worked with Sales, Product, and Engineering teams to meet customer needs and influence product roadmaps.

  • Example: “Tell us about a time when you worked with the product team to address a key issue for an enterprise customer.”

4. Case Study or Presentation

You may be asked to prepare a case study or presentation where you outline a customer success strategy for an enterprise client. This test assesses your strategic thinking and ability to lead an enterprise customer success function.

Possible case study topics include:

• Enterprise adoption strategy: You might be asked to develop a strategy for getting a large, global enterprise client to adopt Asana and increase user engagement.
• Customer health metrics: You could be given data on a set of enterprise accounts and asked to identify red flags or opportunities for improvement.
  • Example: “Given the following customer metrics, how would you improve adoption and retention for this enterprise client?”

This is your opportunity to demonstrate your ability to analyze data, define success metrics, and implement strategies to ensure customer satisfaction and retention.

5. Behavioral Interview

Next, you will likely have a behavioral interview with other members of the Customer Success team or senior leadership. This round assesses your fit within Asana’s values-driven culture and your ability to lead with empathy and collaboration.

Key questions might include:

• “Describe a time when you faced a difficult customer situation. How did you handle it?”
• “How do you approach conflict resolution within your team?”
• “Can you give an example of how you’ve built trust with cross-functional teams?”

Asana places a strong emphasis on transparency, inclusive leadership, and fostering trust among team members and clients.

6. Final Interview with Executives

The final round often involves a conversation with executive leadership, such as the VP of Customer Success or the Chief Customer Officer. This interview focuses on strategic alignment and your ability to lead at the highest level.

Key discussion points include:

• Vision for customer success: The leadership team will ask how you would evolve the customer success organization at Asana, especially as the company scales and transitions towards more enterprise-focused customers.

  • Example: “How would you modernize Asana’s customer success approach to better serve large, global enterprises?”

• Cultural fit: They’ll assess your fit with Asana’s collaborative, inclusive culture. Expect questions about leadership values and how you build high-performing teams.

7. Offer and Negotiation

If you successfully pass all the interview stages, you’ll be presented with an offer. The compensation typically includes:

• Base salary: Expected to range from $190,400 to $257,600 annually, depending on experience and location.
• Equity and bonuses: Additional compensation may include equity and performance-based bonuses.
• Benefits: Asana offers a robust benefits package, including mental health support, career coaching, wellness programs, and retirement plans.

Preparation Tips

• Enterprise Customer Success: Focus on your experience managing enterprise clients and ensuring high product adoption and customer satisfaction.
• Leadership and Team Management: Be ready to discuss how you’ve led and developed high-performing teams, especially in a global, matrixed organization.
• Cross-functional Collaboration: Prepare examples of how you’ve worked with Sales, Product, and Engineering teams to improve the customer experience.
• Customer-Centric Mindset: Show your passion for driving customer success and long-term relationships, not just short-term problem solving.
• Data-Driven Decision Making: Be ready to discuss how you use analytics to measure success and improve customer success metrics.