Customer Experience Strategy Manager

We're looking for an experienced strategy and operations professional to join the Customer Experience Strategy team at Asana. This team partners with our revenue leaders and is responsible for defining and driving the go-to-market strategy of the team. In this role, you will act as a strategic partner focused on globalized initiatives and functions; looking at opportunities to advance the business's go-to-market efforts side-by-side with senior leaders in Customer Experience.
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 and execute global strategic projects to deliver GTM strategy, working cross-functionally across sales, customer success, enablement, marketing, product, finance, support
• Manage a team to help facilitate the support of the global post-sales functions
• Drive data-driven decision-making and operational excellence within our Corporate (100-1999 employees) and Enterprise (2000+) segments
• Refine our operating model for Asana's post-sale motion; including team cadence, processes, policies, data, and tooling for our customer-facing teams
• Act as an internal 'voice' for the teams you directly support to both senior revenue leaders/executives and cross-functional partners
• Own forecasting, reporting, analysis, insights and target setting for renewals
• Define and execute initiatives to improve customer retention and satisfaction
• Manage our team's input to the annual planning process by developing globally consistent templates and models for GTM plans including including organization design, and customer journey mapping

About you

• 5+ years of relevant experience in strategy, operations, finance, management consulting, or a similar role (SaaS experience a must, but need not be for all of those years)
• 2+ years of experience in a people manager role
• Experience with broader revenue function teams such as Customer Success, Renewals, Professional Services, and Support.
• Experience managing complex projects end-to-end; from inception to design to execution and, ultimately, impact
• Exceptional communication skills with proven ability to work cross-functionally by building relationships and influencing others
• Strong analytical fluency, modeling, presentation, and problem-solving skills
• Track record of results in fast-moving environments and ability to excel under ambiguity
• Proficient in Salesforce (CRM) and Tableau (BI)

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 - $316,000. 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.
About us
Asana helps teams orchestrate their work, from small projects to strategic initiatives. Millions of teams around the world rely on Asana to achieve their most important goals, faster. Asana has been named a Top 10 Best Workplace for 5 years in a row, is Fortune's #1 Best Workplace in the Bay Area, and one of Glassdoor's and Inc.'s Best Places to Work. After spending more than a year physically distanced, Team Asana is safely and mindfully returning to in-person collaboration, incorporating flexibility that adds hybrid elements to our office-centric culture. With 11+ 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.
We believe in supporting people to do their best work and thrive, and building a diverse, equitable, and inclusive company is core to our mission. Our goal is to ensure that Asana upholds an inclusive environment where all people feel that they are equally 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. We also comply with the San Francisco Fair Chance Ordinance and similar laws in other locations.
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