Digital & Scaled CS Program Manager (AI)

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

Base salary: $147,000–$167,000 per year, plus potential equity, sales incentive pay, and benefits.

Company

Asana provides a work management platform for human and AI collaboration, helping teams achieve goals and improve how they work together.

What you will do

• Design, build, and refine digital customer success campaigns and journey orchestrations using tools such as Iterable, Outreach, Pocus, and Trig.
• Define lifecycle stages, trigger logic, intervention sequencing, and customer audiences while validating CDP data quality.
• Maintain governance through weekly program reviews, anomaly detection, and quality checks before and after launch.
• Manage vendor partnerships, performance cadences, KPIs, and escalations.
• Maintain scaled customer success playbooks and create enablement materials for Customer Success teams.
• Plan webinars and scaled content while collaborating with Sales, Revenue Operations, Marketing, Analytics, Enterprise Technology, and Product Engineering.

Requirements

• 4+ years of experience in Customer Success, CS Operations, or Marketing Automation, including at least 2 years building digital programs in a B2B SaaS environment.
• Experience designing, building, and operating customer journey orchestrations with Iterable, Outreach, Gainsight, or similar tools.
• Experience defining lifecycle stages, trigger logic, managing audiences, maintaining playbooks, and running governance processes.
• Commercial awareness and the ability to discuss pipeline, account risk, and deal stages with Sales.
• Strong problem-solving, communication, stakeholder alignment, and cross-functional collaboration skills.
• Curiosity about AI tools and emerging technologies, with willingness to apply them to productivity, collaboration, or decision-making.

Culture & Benefits

• Office-centric hybrid work model with flexibility varying by role and team.
• Mental health, wellness, and fitness benefits.
• Career coaching and professional support.
• Inclusive family-building benefits.
• Long-term savings or retirement plans and in-office culinary options.
• Inclusive workplace focused on diverse backgrounds, perspectives, and skills.