Our Customer Enablement team helps expedite the customer’s ability to find clarity in their work and get results with Asana. We are Asana experts, change management agents, workflow architects, and trusted advisors to customers spanning across all industries, roles, and regions. We are also drivers of change within our own organization, contributing to many strategic initiatives impacting the companies long-term growth and success. 

We’re looking for an experienced leader to bring unique value and expertise to our Customer Success organization. You will lead the hiring, professional development, and hyper-growth scale of our New York Customer Enablement Team responsible for delivering high-impact, time-bound services that help customers meet their goals and grow with Asana. 

Asana’s customer enablement services go beyond just Onboarding and span across the entire lifecycle. We are focused on helping customers see early value in adopting a work management platform, empowering key champions to drive advocacy and organic growth within their organization, and facilitating the change management process across all Asana users. You will be responsible for working cross-functionally with sales, CS, marketing, product, and operations partners to define and enhance Asana’s customer enablement strategy at scale.

You must be a hands-on leader who enjoys leading from the front and getting into details while also being able to think and act strategically.  A core priority is to be an inspiring influence for your team, as thoughtful business leader, a mentor, and a coach. You guide team members through challenging and ambiguous situations and help them keep our engagements on track. You'll do this all while keeping pace with rapid organizational growth and in coordination with global teams.

What you’ll achieve

• Design, develop, and deliver the strategy for the full range of time-bound Customer Success services focused on getting teams to adopt Asana
• Oversee and support the scaling of our Customer Enablement Manager team, focused on onboarding and coaching mid-sized teams through best-in-class enablement experiences throughout their lifecycle 
• Identify opportunities to maximize customer value both during and after the onboarding stage via new and innovative methods you test and show success with
• Hire, develop and celebrate our first NY CEM team from the ground up
• Drive three primary metrics: increase utilization, cultivate champion relationships, and successfully graduate accounts
• Work cross-functionally to drive operational requirements and implement processes to scale the attach rate and delivery of enablement services, from pre-sales through implementation
• Partner with Revenue Operations and Professional Services to drive customer learnings and operational analytics
• Provide a framework and enable colleagues in global offices to implement best practices from the onboarding services playbook 
• Act as an escalation point for enablement services, working with the team to develop solutions to problems, drive customer alignment and be accountable for engagement success 
• Manage and enhance the relationship with our outsourced Customer Enablement team, who are an extension of our in-house, lifecycle enablement program, and a key driver of velocity and scale.

About you

• 8+ years of experience in a customer-facing role within a rapidly growing SaaS organization
• Minimum 3 years of experience managing high-velocity, customer-facing teams focused on customer lifecycle management and customer success   
• Experience in:
• Leading a team that is part of a global, matrixed organization
• Building and managing teams that deliver time-bound engagements for SMB through Strategic accounts.  
• Partnering effectively with sales counterparts to deliver aligned goals centered on Customer’s Success
• Dedicated people manager who gets satisfaction from developing top talent 
• A leader with a bias towards action and the ability to build and make the business case for scaling our business
• Skilled in navigating cross-functional relationships to get buy-in in a high-growth SaaS environment
• Customer obsessed -- a passion for understanding, driving, and improving customer adoption of Asana’s product.