Head of CX Strategy and Revenue Ops

Decisive Point; San Francisco (CA); On-site; USD 234,000 - 275,000; Full time

Benefits offered by this job

Mental health benefits

Career coaching

Family building benefits

Retirement plans

In-office meals

Job summary

Asana is seeking a seasoned strategy and operations leader to head the Customer Experience (CX) function within the Revenue Strategy & Execution team in San Francisco. You will own how we retain and grow customers, shape the annual CX GTM plan, and set forecasting methodology, operating rhythms, and data standards.

You will lead a small team supporting global Customer Success, Renewals, Support, and Professional Services, partnering with CS leadership to drive retention and strategic initiatives.

Qualifications

• 10+ years’ relevant experience in Revenue Strategy & Operations, Customer Success Operations, or Management Consulting, including 3+ years managing and developing a team (SaaS post-sales or retention experience strongly preferred).
• Proven track record owning a strategy and operations function end-to-end, including the plan, forecast, policy, and operating cadence.
• Strategic mindset with demonstrated experience moving beyond data reporting to strategy and program design that directly impacts customer retention.
• Executive partnership skills with the ability to command a room of senior stakeholders and translate complex data sets into clear, compelling narratives that drive decisions.
• Hands-on expertise in annual GTM planning, book carve and capacity modeling, quota setting, and retention target design across a global organization.
• Proficiency in Salesforce (CRM), with preferred experience in BI tools (Tableau) and SQL (e.g., Databricks).
• Demonstrated ability to lead complex, end-to-end change management programs across a global organization.
• Comfort and resilience in fast-paced, ambiguous environments with the ability to build scalable processes.

Responsibilities

• Own the annual CX GTM plan: Lead planning and resource allocation for the post-sales organization — aligning headcount, quota capacity, and investment to retention targets with Finance, then operationalizing the plan through book carves, capacity models, and comp and retention policy.
• Own the global retention forecast: Set the forecasting methodology and accuracy standards for the post-sales business. Partner with Renewal Manager leads to surface retention risks, trends, and corrective actions, and define and drive accountability to the KPIs behind the financial plan.
• Design the CX operating model: Build and maintain the global and functional operating models, business rhythms, and decision rights that CX runs on — including global QBR content and follow-through on the actions that come out of it.
• Lead strategic initiatives: Drive cross-functional initiatives that change the shape of the retention motion, and partner with CS leadership to build the performance and investment narratives that senior leadership and the Board see.
• Own territory, policy, and data standards: Lead territory design and assignment execution, maintain and enforce GTM policy and escalation paths, and hold the organization to CRM data hygiene standards.
• Keep the field moving: Own the RevOps Inbox and its SLAs, serve as the primary CX intake and business SME with GTM Systems, and partner with Field Enablement to drive AI-led process improvements for CSM and RM efficiency.
• Build and lead the team: Hire, coach, and develop a small team of strategy and operations professionals — setting the bar for analytical rigor and raising the influence of the function across the business.

Skills

Revenue Strategy

Operations leadership

Executive partnership

GTM planning

Tools

Salesforce

Tableau

SQL

Databricks

Job description

Asana is seeking a seasoned strategy and operations leader to head the Customer Experience (CX) function within the Revenue Strategy & Execution team in San Francisco. You will own how we retain and grow customers, shape the annual CX GTM plan, and set forecasting methodology, operating rhythms, and data standards.

You will lead a small team supporting global Customer Success, Renewals, Support, and Professional Services, partnering with CS leadership to drive retention and strategic initiatives.