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Job description
We are seeking a seasoned strategy and operations leader to head the Customer Experience (CX) function within Asana’s Revenue Strategy & Execution team. This team is the strategy and operations backbone of our post-sales business — we plan the retention motion, own the forecast and the KPIs behind it, and keep the CX field unblocked and operating to standard
In this role, you will own how Asana retains and grows its customer base operationally: the annual CX GTM plan, the global forecasting methodology, the operating rhythms that CX leadership runs the business on, and the policies and data standards that make those decisions trustworthy. You will lead a small team of strategy and operations professionals supporting our global Customer Success, Renewals, Support, and Professional Services organizations
Own the annual CX GTM plan: Lead planning and resource allocation for the post-sales organization — aligning headcount, quota capacity, and investment to retention targets with Finance, then operationalizing the plan through book carves, capacity models, and comp and retention policy
Own the global retention forecast: Set the forecasting methodology and accuracy standards for the post-sales business. Partner with Renewal Manager leads to surface retention risks, trends, and corrective actions, and define and drive accountability to the KPIs behind the financial plan
Design the CX operating model: Build and maintain the global and functional operating models, business rhythms, and decision rights that CX runs on — including global QBR content and follow-through on the actions that come out of it
Lead strategic initiatives: Drive cross-functional initiatives that change the shape of the retention motion, and partner with CS leadership to build the performance and investment narratives that senior leadership and the Board see
Own territory, policy, and data standards: Lead territory design and assignment execution, maintain and enforce GTM policy and escalation paths, and hold the organization to CRM data hygiene standards
Keep the field moving: Own the RevOps Inbox and its SLAs, serve as the primary CX intake and business SME with GTM Systems, and partner with Field Enablement to drive AI-led process improvements for CSM and RM efficiency
Build and lead the team: Hire, coach, and develop a small team of strategy and operations professionals — setting the bar for analytical rigor and raising the influence of the function across the business
Benefits
Benefits - From comprehensive health benefits including mental health programs and coaching to our in-house culinary program and supportive parental leave policies, our benefits are intentionally designed to ensure that you are energized, focused, and thriving
Development: We know that growth isn’t always linear, so we’ll support you in achieving your personal and professional goals. You’ll have the opportunity to take on big responsibilities that impact our success as a company and challenge you in new and fulfilling ways.
Career growth: Your growth at Asana centers on ownership, access, and choice. All employees can tap into resources that support their growth and their team’s growth in the way that works best for their unique needs.
10+ years’ relevant experience in Revenue Strategy & Operations, Customer Success Operations, or Management Consulting, including 3+ years managing and developing a team (SaaS post-sales or retention experience strongly preferred)
Demonstrates curiosity about AI tools and emerging technologies, with a willingness to learn and leverage them to enhance productivity, collaboration, or decision-making
Hands-on expertise in annual GTM planning, book carve and capacity modeling, quota setting, and retention target design across a global organization
Proficiency in Salesforce (CRM), with preferred experience in BI tools (Tableau) and SQL (e.g., Databricks)
Proven track record owning a strategy and operations function end-to-end, including the plan, forecast, policy, and operating cadence
Strategic mindset with demonstrated experience moving beyond data reporting to strategy and program design that directly impacts customer retention
Comfort and resilience in fast-paced, ambiguous environments with the ability to build scalable processes
Demonstrated ability to lead complex, end-to-end change management programs across a global organization
Executive partnership skills with the ability to command a room of senior stakeholders and translate complex data sets into clear, compelling narratives that drive decisions
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Worksite address
san francisco, CA, 94199, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.