Digital & Scaled Customer Success Program Manager

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.

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.

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.

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.

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