Head of Technical Account Management

Our Customer Support team helps customers find clarity in their work and get results with Asana. We are Asana experts and productivity savants who are passionate about investing in our customers’ success. We help customers with questions, feature requests, and bug reports, and educate them about best practices. Within the organization, we amplify our customers’ voices in product development, and we encourage that dialogue through our support channels. We measure our success by our customers’ success, and we get there by exemplifying empathy with our customers.

The Head of Technical Account Management & Success is responsible for the strategy, execution, and outcomes of Asana’s Technical Account Management & Success function globally. This leader will report to the Head of Global Support, and will define what great looks like for the Technical Account Management & Success discipline, scale the team’s ability to deliver high impact outcomes for our most strategic customers, and ensure we’re driving value and technical success across the customer lifecycle.

This role will directly manage Technical Account Managers across regions, while partnering closely with regional Support Leaders, Services, Customer Success, Product, Engineering, and Sales teams to deliver a seamless and proactive technical experience for our customers.

This role is based in our San Francisco office with an office-centric hybrid 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.

What you’ll achieve:

• Own the global vision, strategy, and operating model for Technical Account Management (TAM) at Asana, in partnership with the Head of Global Support
• Hire, lead, and develop a high-performing TAM team focused on driving technical value and long-term technical success across our enterprise customer base
• Define and implement scalable TAM engagement frameworks, including but not limited to onboarding, strategic planning, success metrics, and renewal influence
• Act as executive sponsor and escalation point for critical accounts, issues, and strategic data migrations, ensuring swift resolution, clear communication, and stakeholder trust 
• Build and maintain strong cross-functional partnerships with Sales, Customer Success, Product and Engineering to ensure TAMs are tightly integrated into product feedback loops, roadmap alignment, and feature adoption initiatives
• Develop and implement a capability model and clear career progression framework for TAMs, in partnership with the Support Leadership Team
• Define KPIs for technical value delivery and TAM impact, and drive rigorous measurement and reporting of outcomes - both internally and externally
• In collaboration with the Support Operations & Excellence and Field Readiness teams, own tooling, processes, and content required for TAM success - including new hire onboarding and ongoing training, TAM playbooks, reporting infrastructure, resource forecasting, etc
• Ensure a strong voice of customer perspective is consistently represented in Product, Support, and broader CX strategies
• Drive continuous improvement in how we scale technical expertise, engagement consistency, and customer experience at every touchpoint
• Partner with the Head of Global Support and the Support Leadership Team in bringing the Support Organization’s mission and vision into a reality

About You:

• 10+ years of experience in customer-facing technical roles (TAM, Solutions Architect, Implementation, Technical Services, etc), with 6+ years in people leadership in the SaaS space. High growth / fast-paced company experience is a plus
• Track record of building and scaling Technical Account Management or similar functions, including hiring, developing talent, and defining operating frameworks
• Excellent at engaging deeply with both technical and executive stakeholders, translating complex technical topics into customer value and outcomes
• Understanding of SaaS infrastructure, APIs, integrations, enterprise IT environments (e.g., SSO, SCIM, security reviews), and change management practices
• Executive presence with exceptional communication and stakeholder management skills, internally and externally
• Analytical, structured, and outcomes-driven - able to set and execute against goals and KPIs across teams and programs
• Strong cross functional collaborator with experience influencing product direction and aligning strategy to company goals
• Passionate about customer success, operational rigor, and building a team culture of excellence and teamwork
• Comfortable operating at both strategic and tactical levels
• Thrives in ambiguity, moves quickly, and evolves prioritization with what matters most

At Asana, we're committed to building teams that include a variety of backgrounds, perspectives, and skills, as this is critical to helping us achieve our mission. If you're interested in this role and don't meet every listed requirement, we still encourage you to apply.

What we’ll offer

Our comprehensive compensation package plays a big part in how we recognize you for the impact you have on our path to achieving our mission. We believe that compensation should be reflective of the value you create relative to the market value of your role. To ensure pay is fair and not impacted by biases, we're committed to looking at market value which is why we check ourselves and conduct a yearly pay equity audit.

For this role, the estimated base salary range is between $207,000-243,000. The actual base salary will vary based on various factors, including market and individual qualifications objectively assessed during the interview process. The listed range above is a guideline, and the base salary range for this role may be modified.

In addition to base salary, your compensation package may include additional components such as equity, sales incentive pay (for most sales roles), and benefits. If you're interviewing for this role, speak with your Talent Acquisition Partner to learn more about the total compensation and benefits for this role.

We strive to provide equitable and competitive benefits packages that support our employees worldwide and include:

• Mental health, wellness & fitness benefits
• Career coaching & support
• Inclusive family building benefits
• Long-term savings or retirement plans
• In-office culinary options to cater to your dietary preferences 

These are just some of the benefits we offer, and benefits may vary based on role, country, and local regulations. If you're interviewing for this role, speak with your Talent Acquisition Partner to learn more about the total compensation and benefits for this role.

About us

Asana helps teams orchestrate their work, from small projects to strategic initiatives. Millions of teams around the world rely on Asana to achieve their most important goals, faster. Asana has been named a Top 10 Best Workplace for 5 years in a row, is Fortune's #1 Best Workplace in the Bay Area, and one of Glassdoor’s and Inc.’s Best Places to Work. After spending more than a year physically distanced, Team Asana is safely and mindfully returning to in-person collaboration, incorporating flexibility that adds hybrid elements to our office-centric culture. With 11+ offices all over the world, we are always looking for individuals who care about building technology that drives positive change in the world.

We believe in supporting people to do their best work and thrive. Our goal is to ensure that Asana upholds an environment where all people feel that they are respected and valued, whether they are applying for an open position or working at the company. We provide equal employment opportunities to all applicants without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by law. We also comply with the San Francisco Fair Chance Ordinance and similar laws in other locations.

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