Global Head of Renewals

Asana • San Francisco, CA

323d • $270,000 - $318,000 • Remote

About The Position

At Asana, we're building work management software to help every organization in the world become more effective in working together and realizing their goals. Our Customer Experience team is committed to helping customers in their post-sales journey to deploy, adopt, and use Asana as both a technology product and a holistic way of working. We strive to help our customers, across geographies, industries, and functions, get off on the right foot, experience the most value out of the tool over time, and ultimately renew & grow their subscription. As Global Head of Renewals reporting directly to the Chief Customer Officer, you'll lead the transformation of Asana's renewals function to align with our refreshed go-to-market strategy, building a customer transaction journey that delivers value to every customer while achieving aggressive retention targets through your team of regional leaders. This high-visibility role demands exceptional leadership, strategic excellence, and strong cross-functional relationship skills as you join the CSM & Renewals leadership team to define and execute a redefined Customer Success vision across all post-sales functions. Responsible for retaining Asana's largest customers, you'll help evolve our GTM motion while collaborating closely with sales, account management, channel, and customer success teams to develop a cohesive partnership that removes blockers, enhances customer engagement, and accelerates growth.

Requirements

• Minimum of 10 years of experience in a senior management position, overseeing renewals or customer success functions within a SaaS or technology environment.
• Strong background in renewal management, with a demonstrated track record of success in driving high renewal rates, revenue growth, and customer retention globally.
• Experience with customers of all sizes from SMB through to strategic enterprise.
• Demonstrated ability to make data-driven decisions and proven track record of driving strategy and growth in a fast-paced environment.
• Proven ability to partner with VP-level/C-Suite stakeholders.
• Experience leading renewal initiatives on a global scale, with a deep understanding of regional differences and cultural nuances that impact renewal dynamics and customer relationships.
• Strategic thinker with the ability to develop and execute comprehensive renewal strategies aligned with overall business objectives.
• Exceptional negotiation skills with a proven ability to successfully negotiate complex renewal contracts and agreements.
• Demonstrated leadership skills and a track record of developing and mentoring great talent.
• Ability to build and maintain strong relationships with internal and external stakeholders.

Responsibilities

• Define long-term vision for the Renewal process in the context of Asana priorities and external benchmarks.
• Foster an environment that inspires individuals to excel and do their best work.
• Develop leaders within the organization and align them with roles that expand their potential for impact.
• Take ownership of the end-to-end process, continuously seeking adaptive improvements to the customer journey that enhance experiences and increase operational efficiency.
• Implement the next iteration of ‘auto-renew' language in our contracts to strengthen our commercial outcomes.
• Build, maintain and iterate automated flags that highlight important renewal risks and expansion opportunities.
• Identify ‘best in class' external benchmarks to shape our future renewal practices.
• Identify trends and share actionable insights with product teams for improving customer experience.
• Manage the renewals team with empathy and kindness and lead them through a major transformation.

Benefits

• Mental health, wellness & fitness benefits
• Career coaching & support
• Inclusive family building benefits
• Long-term savings or retirement plans
• In-office culinary options to cater to your dietary preferences

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Professional, Scientific, and Technical Services