Manager, Customer Product Support

We’re looking for a grounded leader to help us move from our current state to a more mature, structured, and strategic support organization. Reporting to the Head of Customer Product Support, you will be the primary accountable person for the EMEA region, leading a regional team of Individual Contributors and Leads. Our immediate goal is to add experienced leadership to the region to ensure every team member receives fair and equitable guidance, coaching, and support. 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.

This role is based in our Dublin 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

• Regional Team Accountability & Leadership Development: Serve as the primary accountable leader for the EMEA Customer Product Support team. Your immediate focus (first 6-12 months) will be stabilizing the team, managing individual contributors and lead(s). You will provide coaching, mentorship, and structured feedback to strengthen technical expertise, customer excellence, and leadership capability.
• KPI Accountability: Independently own accountability for team-wide KPIs (CSAT, SLA attainment, backlog management, etc.) and proactively drive improvements through coaching and process discipline.
• Senior Escalation Point: Provide oversight and guidance on high-visibility or high-sensitivity customer escalations, ensuring clear resolution paths and stakeholder alignment with internal teams (Sales, Solutions, Services, Success, etc.).
• Drive Product & Process Improvements: Proactively surface product issues and customer pain points to senior Support Leadership with clear data, storytelling, and business impact framing.
• Foster Team Culture: Build a culture grounded in Asana Support Team’s Mission, Vision, and Values, driving customer-first thinking, ownership, and teamwork.

About you

• Experience: 8+ years in customer-facing support, success, or services roles, including 4+ years in direct people leadership within the SaaS space, demonstrating sustained career growth and mastery of the customer journey.
• Proven Leadership: Demonstrated ability to manage, coach, and motivate high-performing customer support teams, specifically proven through effectively handling high-visibility, sensitive escalations while driving team-wide accountability and performance against strategic goals.
• Team Transformation: Experience scaling customer support teams through cultural and operational changes and successfully pivoting from high-volume, reactive support to a strategic, value-add approach that consistently improves CX metrics and customer retention
• Partner Support Expertise: Direct experience collaborating with channel, solutions, and service partners to streamline workflows, improve support processes within the partner ecosystem, and ensure consistent customer experience delivery across all support channels.
• Operational Track Record: Strong, measurable track record of delivering against key performance indicators (KPIs) and successfully implementing process improvements that ensure operational consistency, efficiency, and a high bar for service quality across the team.
• Strategic Communicator: Highly effective communicator and compelling storyteller, proficient at building robust, trusting relationships with customers and collaborating internally to translate customer feedback into actionable business strategy.
• Adaptability: Proven ability to thrive in ambiguity and fast-paced, high-growth environments, with a strong bias for action, prioritizing decisions that promote long-term scalability and continuous improvement across the entire support operation.
• Nice to Have: Proven track record of managing support teams operating in multiple languages (German, French, Spanish, Portuguese) and deep experience supporting complex technical products.
• Demonstrates curiosity about AI tools and emerging technologies, with a willingness to learn and leverage them to enhance productivity, collaboration, or decision-making.

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 €95,000-108,000. The actual base salary will vary based on various factors, including market and individual qualifications objectively assessed during the interview process.

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

#LI-Hybrid