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About the Role
At Asana, 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.
Key Technical Responsibilities
- check_circle Design, build, and refine campaigns and journey orchestrations in tools like Iterable, Outreach, Pocus, and Trig, defining lifecycle stages, trigger logic, and intervention sequencing.
- check_circle Build and validate audiences in the CDP to ensure sound data quality before launch.
- check_circle Maintain program governance through weekly checks, reviewing active journeys, flagging anomalies, and ensuring live programs reflect current business strategy.
- check_circle Own the day-to-day management of vendor partnerships, running standing cadences, tracking performance against KPIs, and handling escalations.
- check_circle Maintain and update playbooks to reflect changes in the Scaled motion while building enablement materials for the Customer Success team.
- check_circle Plan and execute webinars and scaled content assets that deepen adoption and drive customer engagement, coordinating across Marketing and CS.
- check_circle Collaborate across Customer Success, Sales, Revenue Operations, Revenue Analytics, Marketing, Enterprise Technology, and Product Engineering to ensure programs reflect ground-level account reality.
Prerequisites & Qualifications
- check Demonstrates curiosity about AI tools and emerging technologies, with a willingness to learn and leverage them to enhance productivity, collaboration, or decision-making.
- check 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.
- check Proven ability to design, build, and run customer journey orchestrations in tools such as Iterable, Outreach, Gainsight, or similar.
- check Strong program build discipline with experience maintaining playbooks, managing governance processes, and ensuring quality before programs go live.
- check Commercial awareness with the ability to hold credible conversations with Sales regarding pipeline, account risk, and deal stages.
- check Proactive problem-solver with strong cross-functional collaboration skills and the ability to work independently on data questions.
- check Clear, organized communicator who builds alignment across stakeholders and obtains appropriate sign-off before implementing program changes.
About Asana Greenhouse Board
Verified hiring organization details.
Asana is a leading enterprise work management platform designed to help teams orchestrate their work, from daily tasks to strategic initiatives. The Vancouver, BC engineering hub contributes to the development of Asana's core SaaS platform, utilizing modern web technologies and scalable architectures to support millions of global users. This hiring entity represents Asana's recruitment operations utilizing the Greenhouse applicant tracking system to onboard top-tier technical talent in Canada.