Greenhouse ·
full-timeDigital & Scaled Customer Success Program Manager
Asana · Chicago
Asana is a technology company focused on work management and collaboration software. As a Digital & Scaled Customer Success Program Manager, you will be responsible for building and executing the digital strategy that helps users maximize the value of the platform. Your day-to-day work involves designing and refining customer journeys, managing vendor relationships, and overseeing program governance to ensure consistency across the user lifecycle. You will act as a bridge between Customer Success, Sales, Marketing, and Product Engineering, utilizing tools like Iterable, Outreach, and Pocus to orchestrate automated campaigns and engagement sequences. This role requires a hands-on approach to maintaining playbooks, analyzing program performance against KPIs, and coordinating the delivery of webinars and educational content. It is well-suited for a candidate with a strong background in B2B SaaS operations or marketing automation who enjoys technical program management. You should be comfortable navigating complex data sets, managing cross-functional partnerships, and proactively solving problems to ensure that digital interventions align with real-world account needs and business goals.
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 requireme nts. What you’ll achieve 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. Program Governance & Quality: Maintain program governance through weekly checks, reviewing active journeys, flagging anomalies, and ensuring live programs reflect current business strategy. 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. 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. 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. 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. 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. 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. 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. Strong program build discipline with experience maintaining playbooks, managing governance processes, and ensuring quality before programs go live. Commercial awareness with the ability to hold credible conversations with Sales regarding pipeline, account risk, and deal stages. Proactive problem-solver with strong cross-functional collaboration skills and the ability to work independently on data questions without unnecessary escalation. Clear, organized communicator who builds alignment across stakeholders and obtains appropriate sign-off before implementing program changes. 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 yo u 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. T he actual base salary will vary based on various factors, including market and individual qualifications objectively ass
| Role | Digital & Scaled Customer Success Program Manager |
|---|---|
| Company | Asana |
| Location | Chicago |
| Type | full-time |
| Compensation | Not disclosed |
| Posted | 2026-10-02 |
| Deadline | Rolling |
Typical process for this type of role
A general guide — the exact steps for this specific listing may vary; check the original posting for details.
- 1ApplicationSubmit your resume through the apply link.
- 2ScreeningRecruiter reviews your background against the role.
- 3AssessmentA technical test, assignment, or coding round, depending on the role.
- 4Interview(s)One or more rounds with the hiring team.
- 5OfferOffer letter with compensation and start date.
Before you apply
0/4About Asana
Asana is an operating system designed for human-agent teams to manage critical workflows. Founded in 2008, the platform utilizes the Asana Work Graph, a system that connects tasks, projects, goals, and dependencies to provide a shared context for both human users and AI agents. The software enables teams to collaborate within a shared space, utilizing shared memory to improve workflows over time while maintaining enterprise-grade governance, including audit trails and scoped permissions. Asana serves a wide range of organizations, including 85% of Fortune 100 companies, by providing tools for project management, compliance, portfolio monitoring, and cross-functional alignment. The platform is designed to help teams coordinate work, reduce time spent on status updates, and integrate AI agents directly into existing business processes.
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