Head of Customer Experience Strategy & Operations (AI)

Location: San Francisco, United States; office-centric hybrid schedule with in-office days on Monday, Tuesday, and Thursday. Most employees may work from home on Wednesdays; Friday flexibility depends on the role and partner teams.

Salary: $234,000–$275,000 base salary per year, plus potential equity, sales incentive pay, and benefits.

Company

Asana provides a collaboration platform powered by human and AI capabilities, used by teams worldwide to achieve business goals.

What you will do

• Own the annual CX go-to-market plan, resource allocation, headcount planning, quota capacity, retention targets, and related policies.
• Set the global retention forecasting methodology, accuracy standards, KPIs, and corrective-action processes.
• Design CX operating models, business rhythms, decision rights, QBR content, and follow-through mechanisms.
• Lead cross-functional initiatives and build performance and investment narratives for senior leadership and the Board.
• Own territory design, assignment execution, GTM policies, escalation paths, CRM data standards, and the RevOps intake process.
• Hire, coach, and develop a team of strategy and operations professionals while driving AI-enabled process improvements.

Requirements

• 10+ years of relevant experience in Revenue Strategy & Operations, Customer Success Operations, or Management Consulting.
• 3+ years of experience managing and developing a team; SaaS post-sales or retention experience is strongly preferred.
• End-to-end ownership of strategy and operations, including planning, forecasting, policy, and operating cadence.
• Experience with annual GTM planning, book carve and capacity modeling, quota setting, and retention target design across a global organization.
• Proficiency in Salesforce; experience with Tableau and SQL, such as Databricks, is preferred.
• Ability to lead complex change-management programs, influence senior stakeholders, and operate in fast-paced, ambiguous environments.

Nice to have

• Curiosity about AI tools and emerging technologies and willingness to apply them to productivity, collaboration, and decision-making.
• Strong SaaS retention, Customer Success, or post-sales operations experience.

Culture & Benefits

• Office-centric culture with hybrid work practices.
• Mental health, wellness, and fitness benefits.
• Career coaching and support.
• Inclusive family-building benefits.
• Long-term savings or retirement plans and in-office culinary options.