Work management software for teams and AI agents. Plan, automate, and execute critical workflows together. Backed by a16z and Founders Fund.
About the role
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.
What they're looking for
- Demonstrates curiosity about AI tools and emerging technologies, with a willingness to learn and leverage them to enhance productivity, collaboration, or decision-making
- 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
- 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
- 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., Databrick s)
More about this role
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.
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...
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