Digital & Scaled Customer Success Program Manager

Asana•Chicago, IL

6h•$147,000 - $167,000•Hybrid

About The Position

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 requirements.

Requirements

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.

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.