The opportunity
We are seeking a seasoned strategy and operations leader to head the Customer Experience (CX) function within Asana’s Revenue Strategy & Execution team. This team is the strategy and operations backbone of our post-sales business — we plan the retention motion, own the forecast…
What you'll do
Own the annual CX GTM plan: Lead planning and resource allocation for the post-sales organization — aligning headcount, quota capacity, and investment to retention targets with Finance, then operationalizing the plan through book carves, capacity models, and comp and retention policy.
Own the global retention forecast: Set the forecasting methodology and accuracy standards for the post-sales business. Partner with Renewal Manager leads to surface retention risks, trends, and corrective actions, and define and drive accountability to the KPIs behind the financial plan.
Design the CX operating model: Build and maintain the global and functional operating models, business rhythms, and decision rights that CX runs on — including global QBR content and follow-through on the actions that come out of it.
Lead strategic initiatives: Drive cross-functional initiatives that change the shape of the retention motion, and partner with CS leadership to build the performance and investment narratives that senior leadership and the Board see.
Own territory, policy, and data standards: Lead territory design and assignment execution, maintain and enforce GTM policy and escalation paths, and hold the organization to CRM data hygiene standards.
Keep the field moving: Own the RevOps Inbox and its SLAs, serve as the primary CX intake and business SME with GTM Systems, and partner with Field Enablement to drive AI-led process improvements for CSM and RM efficiency.
What they're looking for
- Build and lead the team: Hire, coach, and develop a small team of strategy and operations professionals — setting the bar for analytical rigor and raising the influence of the function across the business.
- Demonstrates curiosity about AI tools and emerging technologies, with a: willingness to learn and leverage them to enhance productivity, collaboration, or decision-making.
- + years’ relevant experience in Revenue Strategy & Operations, Customer: Success Operations, or Management Consulting, including 3+ years managing and developing a team (SaaS post-sales or retention experience strongly preferred).
- Proven track record owning a strategy and operations function end-to-end,: including the plan, forecast, policy, and operating cadence.
