Digital & Scaled Customer Success Program Manager

Chicago·Posted today

developer-toolssaasgonode

Our Customer Success team is committed to helping customers maximize the value of Asana as both a technology platform and a holistic approach to collaboration. From high touch to scalable success, our goal is to deepen the usage of the whole work graph, resulting in delivering unmatched value with scalability and consistency. We strive to help all of our customers, across countries, industries, and functions, get off on the right foot and continue to get the most value out of Asana over time. As a Digital & Scaled CS Program Manager, you will be a hands-on, technically adept owner of the build and execution layer of our Digital and Scaled CS program. Sitting at the intersection of Customer Success, Sales, Revenue Operations, Marketing, and Product Engineering, you will be the driving force behind turning digital CS strategy into working programs, maintained playbooks, enabled teams, and well-run vendor partnerships. Day to day, you will design and refine customer journeys, manage vendor relationships, and ensure every active program reflects both lifecycle best practices and real-world account reality. This role is based in our Chicago 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. <h3 data-path-to-node="11">What you’ll achieve</h3> <ul> <li data-path-to-node="12,0,0">Digital Program Execution: Design, build, and refine campaigns and journey orchestrations in tools like Iterable, Outreach, Pocus, and Trig. Define lifecycle stages, trigger logic, and intervention sequencing while building and validating audiences in the CDP to ensure sound data quality before launch.</li> <li data-path-to-node="12,1,0">Program Governance & Quality: Maintain program governance through weekly checks, reviewing active journeys, flagging anomalies, and ensuring live programs reflect current business strategy.</li> <li data-path-to-node="12,2,0">Vendor Partnership Management: Own the day-to-day management of vendor partnerships, running standing cadences, tracking performance against KPIs, and handling escalations to align delivery with Scaled CS goals.</li> <li data-path-to-node="12,3,0">Playbooks & Enablement: Maintain and update playbooks to reflect changes in the Scaled motion. Build and review enablement materials to equip the Customer Success team to execute programs effectively and consistently.</li> <li data-path-to-node="12,4,0">Scaled Content Delivery: Plan and execute webinars and scaled content assets that deepen adoption and drive customer engagement, coordinating across Marketing and CS to align with overall strategy.</li> <li data-path-to-node="12,5,0">Commercial & Cross-Functional Alignment: Collaborate across Customer Success, Sales, Revenue Operations, Revenue Analytics, Marketing, Enterprise Technology, and Product Engineering to ensure programs reflect ground-level account reality and resolve data questions proactively.</li> </ul> <h3 data-path-to-node="13">About you</h3> <ul> <li data-path-to-node="14,0,0">Demonstrates curiosity about AI tools and emerging technologies, with a willingness to learn and leverage them to enhance productivity, collaboration, or decision-making.</li> <li data-path-to-node="14,1,0">4+ years of experience in Customer Success, CS Operations, or Marketing Automation, with at least 2 years building digital programs in a B2B SaaS environment.</li> <li data-path-to-node="14,2,0">Proven ability to design, build, and run customer journey orchestrations in tools such as Iterable, Outreach, Gainsight, or similar, including lifecycle stage definition, trigger logic, and audience management.</li> <li data-path-to-node="14,3,0">Strong program build discipline with experience maintaining playbooks, managing governance processes, and ensuring quality before programs go live.</li> <li data-path-to-node="14,4,0">Commercial awareness with the ability to hold credible conversations with Sales regarding pipeline, account risk, and deal stages.</li> <li data-path-to-node="14,5,0">Proactive problem-solver with strong cross-functional collaboration skills and the ability to work independently on data questions without unnecessary escalation.</li> <li data-path-to-node="14,6,0">Clear, organized communicator who builds alignment across stakeholders and obtains appropriate sign-off before implementing program changes.</li> </ul> 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. <h3 data-path-to-node="16">What we’ll offer </h3> <h3 id="p-rc_4aed2aad575b8a8e-176" data-path-to-node="16"></h3> 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 $147,000 - $167,000. 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 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:  <ul> <li id="p-rc_4aed2aad575b8a8e-181" data-path-to-node="21,0,0">Mental health, wellness & fitness benefits</li> <li data-path-to-node="21,1,0">Career coaching & support</li> <li id="p-rc_4aed2aad575b8a8e-182" data-path-to-node="21,2,0">Inclusive family building benefits </li> <li id="p-rc_4aed2aad575b8a8e-183" data-path-to-node="21,3,0">Long-term savings or retirement plans</li> <li id="p-rc_4aed2aad575b8a8e-184" data-path-to-node="21,4,0">In-office culinary options to cater to your dietary preferences </li> </ul> 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.  #LI-Hybrid<div class="content-conclusion">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. <div class="TypographyPresentation_31345133_root TypographyPresentation_31345133_root--medium RichText3-paragraph--withVSpacingNormal RichText3-paragraph HighlightSol_1625403506_highlightSol HighlightSol_1625403506_buildingBlock" style="text-align: left;">We believe in supporting people to do their best work and thrive. Our goal is to ensure that Asana upholds an environment where all people feel that they are respected and valued, whether they are applying for an open position or working at the company. We provide equal employment opportunities to all applicants without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by law.</div> <a class="LinkThemeablePresentation LinkPrimaryPresentation LinkPrimaryPresentation--sentimentSelected PrimaryLink HighlightSol HighlightSol--core HighlightSol--buildingBlock" href="https://www.gem.com/form?formID=fbcdec8c-3442-43b9-9b45-d2b5f4ea25db" target="_blank">Join Asana’s Talent Network</a> to stay up to date on job opportunities and life at Asana.</div>

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