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Salary: USD 147,000 - 167,000 / annual
Asana is seeking a Digital & Scaled Customer Success Program Manager to own the build and execution of their Digital and Scaled CS program. This is a hands-on, technically adept role sitting at the intersection of Customer Success, Sales, Revenue Operations, Marketing, and Product Engineering.
In this position, 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. Your day-to-day responsibilities include:
**Key Responsibilities:**
- 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.
- Maintain program governance through weekly checks, reviewing active journeys, flagging anomalies, and ensuring live programs reflect current business strategy.
- 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.
- 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.
- 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.
- 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.
The role is based in the Chicago office with an office-centric hybrid schedule. Standard in-office days are Monday, Tuesday, and Thursday. Most employees have the option to work from home on Wednesdays, with Friday flexibility depending on the type of work and teams involved.
**Requirements:**
- 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.
- Demonstrates curiosity about AI tools and emerging technologies, with a willingness to learn and leverage them to enhance productivity, collaboration, or decision-making.
