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 about the in-office requirements.

What you’ll achieve

• 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.

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.
• 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).
• 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., Databricks).
• Demonstrated ability to lead complex, end-to-end change management programs across a global organization.
• Comfort and resilience in fast-paced, ambiguous environments with the ability to build scalable processes.

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 $234,000-275,000. 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.

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