Customer Success Associate - Commercial Accounts

Asana

PRODUCT SUPPORT SPECIALIST 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. This role is based in our Sydney office with an office-centric hybrid schedule. The standard in-office days are Tuesday, Wednesday, and Thursday. Most Asanas have the option to work from home on Mondays and Fridays. If you're interviewing for this role, your recruiter will share more about the in-office requirements.  Coverage may be needed on some weekends or holidays in this role. WHAT YOU’LL ACHIEVE * Become an expert in Asana’s platform, staying up-to-date on new features and best practices, and develop a positive, consultative relationship to help customers transform the way they work. Given the complexity and breadth of Asana's use across many industries, this is not a typical "question and answer" support role. * Address complex product issues requiring deeper investigation and have solid knowledge of the platform. You will independently resolve most product issues and expertly consult internal experts and 3rd-party tools when blocked. * Own support cases end-to-end, ensuring timely follow-up, clear communication, and full resolution, while managing a high volume of customer inquiries with accuracy, speed, and empathy. * Troubleshoot and resolve common SaaS issues, including authentication (SAML/SSO/etc), browser behavior, user access, and workflow troubleshooting. * Serve as a point of escalation for urgent customer issues or tickets pertaining to specified products, demonstrating a mastery of de-escalation and resolution. * Identify opportunities for and lead customer calls to accelerate complex case resolution. * Act as a key liaison between the product team and our customers, partnering with internal teams to escalate bugs, share customer feedback, and contribute to knowledge content. * Identify trends with supporting data and suggest product or process improvements to Lead/Manager. * Provide light mentoring to more junior team members to elevate the team's overall capability and knowledge. * Contribute to the improvement of team-wide processes, documentation, or tools, and support internal ad-hoc projects as needed. * Meet team standards for important metrics such as assignment to resolution times and customer satisfaction score. ABOUT YOU * Demonstrates curiosity about AI tools and emerging technologies, with a willingness to learn and leverage them to enhance productivity, collaboration, or decision-making. * 2-4 years of experience in a customer-facing technical support role in a SaaS or tech environment; live channel experience (video, phone) preferred. * Empathetic, curious, and committed to helping customers feel heard and supported. * Strong critical thinking and problem-solving skills with the ability to break down complex topics into clear, actionable steps; strong technical aptitude. * Proactive and transparent written and verbal English communication skills. You communicate clearly with customers and internal stakeholders, maintaining a professional, friendly, and human tone. * Experience troubleshooting common issues related to SaaS products, including authentication (SSO/SAML/native), browser behavior (extensions, cache), and user access problems. * Comfortable operating in ambiguous environments and providing consultative support to customers. * Willingness and desire to learn and adopt new skills—both technical and non-technical—in order to craft and deliver the best solutions. * Proficiency with Asana (or other work management platforms) and experience in technical support, especially API & integrations and workflow troubleshooting a plus.   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 $85,000.00 - $94,000.00 AUD. 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 recruiter 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 recruiter to learn more about the total compensation and benefits for this role. 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. #LI-Hybrid About us Asana is a leading platform for human + AI collaboration. Millions of teams around the world rely on Asana to achieve their most important goals, faster. Asana has been named to Fortune's Best Workplaces for 7+ years and recognized by Fast Company, Forbes, and Gartner for excellence in workplace culture and innovation. We offer an exceptional office-centric culture while adopting the best elements of hybrid models to ensure that every one of our global team members can work together effortlessly. With 13+ offices all over the world, we are always looking for individuals who care about building technology that drives positive change in the world and a culture where everyone feels that they belong. Join Asana’s Talent Network to stay up to date on job opportunities and life at Asana.

Position Green AB

Position Green is a frontrunner in ESG software supporting organizations to accelerate their sustainability journey. Position Green’s offering combines a proprietary ESG Software with specialized sustainability advisory services. In making sustainability measurable and actionable, Position Green simplifies the ESG reporting challenge and helps build robust strategies that reduce risk and create lasting value. Founded in 2015 in the Nordics, Position Green today has over 750 customers worldwide and more than 200 employees across Europe. About the role As an Associate Customer Success Manager (CSM), you will support our customers throughout their customer journey and ensure retention, product adoption, and the expansion of customer relationships. The CSM acts as a trusted advisor, supporting customers’ overall sustainability strategy by coordinating with various functions at Position Green, including Customer support, Product, Marketing and Services. In this role, you will mainly: Manage Position Green customer accounts and ensure that customers get the most out of Position Green’s products and services Drive retention and expansion through long term relationships with senior stakeholders in the customer organizations Lead the process of selling additional modules and services to customers Participate in product roll out and engage in customer communication on new platform features Engage customers in marketing and community activities Help the customer get the right support in case of errors or bugs in the product by introducing them to support channels and other resources Scope relevant projects and tasks to help customers realize their ambitions in the Position Green product Lead the Customer at risk process with internal support, and manage contract negotiations on commercial terms as part of risk processes when necessary Are you the one we’re looking for? We believe that you are a proactive and entrepreneurial person with a passion for sustainability and technology. You enjoy working with customers, both in understanding and addressing their pain points and in helping them realize their long term sustainability ambitions. To succeed in this role, you should have: A relevant degree or equivalent experience in engineering, business, finance, environmental science or other relevant field The ability to work in a fast paced environment and manage multiple priorities at the same time Strong communication and relationship building skills, including the ability to drive conversations around complex and/or sensitive issues A proactive and solution oriented mindset Professional language proficiency in English, written and spoken Meritorious with language proficiency in Swedish and Norwegian, written and spoken It is also good if you have experience from working with sustainability data management or a commercial role in a SaaS company, but this is not a requirement. What do we offer? At Position Green you will work with a number of our valued customers and help them succeed with their sustainability work. You will work alongside some of the leading experts within this field, and you will have a great impact on accelerating the sustainability transformation in the global business community. This is your impact opportunity; Come work with us for a sustainable future. Location We are looking for someone based in the greater Malmö, Stockholm or Oslo region who can be in the office at least 3 days a week, with the possibility to work remotely when it suits you and your schedule best. What’s next? If the above sounds interesting to you, we would love to receive your application. We review applications continuously, so apply as soon as possible. In this recruitment, great importance is placed on personal suitability. The planned start date for the position is as soon as possible.

Legora

ABOUT US Legora is redefining how legal work gets done. Not built for lawyers, built with them. We work alongside the world’s best legal teams, who expect excellence, precision, and speed, and we hold ourselves to the same bar. Our AI-native workspace lets legal professionals move faster, think more clearly, and operate with sharper precision. By analysing thousands of documents in minutes and powering end-to-end workflows, we cut through complexity, teams can focus on what matters: judgment, strategy, and outcomes. 1,000+ customers across 50+ countries trust us, including Cleary Gottlieb, Goodwin, Linklaters, White & Case, Dentons, and Barclays. We’ve scaled to $100M+ in ARR, with teams across Europe, North America and APAC, and continue to expand through acquisitions including Qura, Walter AI and Graceview. We partner with world-class performers: including Aaron Judge and the New York Yankees, Ludvig Åberg (and his caddie), and campaigns featuring Jude Law. Joining Legora means three things. * We lean in: ownership over titles, outcomes over intentions. * We fight for excellence: high standards, direct, ego-free feedback. * We grow together: as a team and with our customers. Mission before ego. Everyone contributes. No one coasts. If you’re driven by impact, pace, and raising the bar. This is the place. What You'll Do: You'll support the post-sale customer experience, contributing to onboarding, adoption and long-term value realization across Legora's strategic and enterprise accounts. Specifically, you will: * Contribute to each client's adoption playbook: supporting the tailored change-management approach, stakeholder map and target outcomes for how that firm adopts Legora and transforms the way they work. * Help execute against that playbook, owning discrete workstreams from initial rollout to firm-wide scaled adoption and adapting as the client's needs and Legora's capabilities evolve. * Build product fluency and a feel for client goals and legal workflows, surfacing opportunities to the leads you support and helping guide client teams toward value from Legora. * Support a structured operating cadence: preparing success plans and training resources, running enablement sessions, and helping with stakeholder check-ins and value reviews. * Coordinate with cross-functional teams to accelerate client success (GTM, Product, Legal Engineering, Engineering, Marketing, Support), helping maintain end-to-end account context and coordination. * Support the team on key commercial moments to help ensure seamless handoffs, continuity, and a great customer experience, and to flag expansion signals to the account lead. * Channel customer feedback to Product, Engineering, and Marketing to help inform roadmap, positioning, and enablement. * Track account health and usage in our tools, surfacing early signals of risk or opportunity to the leads you support. * Learn the craft fast — observing how senior Engagement Managers operate, seeking feedback, and applying it as you grow toward owning accounts of your own. What You Bring: You care deeply about customer outcomes and you're eager to learn how transformation is designed and led. You're proactive, organized and energized by supporting demanding, senior stakeholders through significant change. You take pride in helping customers adopt, grow and succeed. * A foundation in management consulting, client advisory, a customer-facing role in B2B SaaS, or the legal field, ideally with exposure to large, complex organizations. * Experience supporting client-level projects and helping drive them toward measurable outcomes. * 1 - 3 years in management consulting, customer success, account management, or a related field, ideally with exposure to high-growth B2B SaaS or Legal Tech. * Exposure to supporting adoption, retention, and satisfaction with enterprise clients and senior stakeholders. * Experience working with legal, compliance, or other regulated and complex industries or the ability to learn a complex domain exceptionally fast. * Strong organizational and project management instincts; you juggle multiple workstreams without dropping detail. * Clear, confident communication skills — written, verbal, and interpersonal. You're comfortable running client calls and supporting senior and hands-on stakeholders alike. * High EQ: you know when to listen, when to ask and when to act. * A love of fast-paced, early-stage environments where you are eager to learn the playbook and contribute to building it. * Comfort with metrics and driven by data, customer health, and outcomes over process. * An appetite for AI — eager to automate your own work and pick up the tools the team uses to create leverage. * Curiosity and a growth mindset — you learn complex products and industries fast and want to grow toward owning accounts of your own. Legora is an Equal Opportunity Employer At Legora, we believe great teams are built on diversity of thought and experience. We’re proud to be an equal opportunity employer and committed to creating an inclusive, high-performance culture where everyone can do their best work. We welcome people of all backgrounds and don’t discriminate based on race, color, religion, national origin, gender, gender identity or expression, sexual orientation, age, disability, veteran status, or any other characteristic protected by law.