Digital & Scaled Customer Success Program Manager

Chicago · USD 147,000-167,000 / year · 4+ years experience · Hybrid · Posted Oct 2, 2026

At a glance

Asana is a leading platform for human + AI collaboration. Millions of teams around the world rely on Asana to achieve their most important goals, faster. Asana has been named to Fortune's Best Workplaces for 7+ years and recognized by Fast Company, Forbes, and Gartner for excellence in workplace culture and innovation. We offer an exceptional office-centric culture while adopting the best elements of hybrid models to ensure that every one of our global team members can work together effortlessly. With 13+ offices all over the world, we are always looking for individuals who care about building technology that drives positive change in the world and a culture where everyone feels that they belong.
We believe in supporting people to do their best work and thrive. Our goal is to ensure that Asana upholds an environment where all people feel that they are respected and valued, whether they are applying for an open position or working at the company. We provide equal employment opportunities to all applicants without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by law.
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The Digital & Scaled CS Program Manager is a hands-on role responsible for the build and execution layer of the Digital and Scaled Customer Success program.
This position sits at the intersection of Customer Success, Sales, Revenue Operations, Marketing, and Product Engineering to turn digital strategy into working programs and playbooks.
The role involves designing customer journeys, managing vendor relationships, and ensuring program consistency across the customer lifecycle.

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.
Maintain program governance through weekly checks, reviewing active journeys, and flagging anomalies.
Manage day-to-day vendor partnerships, including running standing cadences and tracking performance against KPIs.
Maintain and update playbooks to reflect changes in the Scaled motion.
Build and review enablement materials to equip the Customer Success team.
Plan and execute webinars and scaled content assets to deepen adoption and drive engagement.
Collaborate across cross-functional teams to ensure programs reflect account reality and resolve data questions.

4+ years of experience in Customer Success, CS Operations, or Marketing Automation.
At least 2 years of experience 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.
Strong program build discipline with experience maintaining playbooks and managing governance processes.
Commercial awareness with the ability to hold credible conversations with Sales regarding pipeline, account risk, and deal stages.
Proactive problem-solving skills with the ability to work independently on data questions.
Clear, organized communication skills to build alignment across stakeholders.

Office-centric hybrid schedule based in Chicago.
Standard in-office days are Monday, Tuesday, and Thursday.
Work from home on Wednesdays is an option for most employees.
Friday work-from-home eligibility depends on specific work and team partnerships.