Head of CX Enablement

Who you are

You are a people-first enablement leader with a proven track record of developing strong teams and driving measurable impact across customer-facing organizations. With a clear point of view on how enablement should support real behavior change rather than just knowledge transfer, you thrive on partnering with senior leaders to set direction and ensure high-quality execution through your team. Your experience in customer success roles has equipped you with the insights needed to understand the nuances of customer engagement and satisfaction.

You bring a wealth of experience in managing and developing teams, particularly in the context of Customer Success, Customer Support, Professional Services, and Renewals. You are energized by the challenge of aligning enablement efforts with customer experience priorities and driving impact at scale. Your leadership style fosters collaboration and innovation, ensuring that your team is equipped to perform at their best.

Desirable

Experience in a technology platform environment is a plus, as is familiarity with holistic approaches to collaboration. You understand the importance of scalability and consistency in delivering value to customers across various industries and functions. Your ability to navigate complex organizational dynamics and build strong relationships with stakeholders will be key to your success in this role.

What you'll do

In this role, you will set the direction for CX enablement, managing a team of Enablement Managers and Instructional Designers. You will ensure that post-sales teams are consistently enabled to perform at their best, driving customer satisfaction and retention. Your strategic vision will guide the development of enablement programs that enhance the skills and capabilities of customer-facing teams, ultimately leading to improved customer outcomes.

You will work closely with senior leaders to align enablement initiatives with the broader goals of the Customer Experience organization. This includes developing training programs, resources, and tools that empower teams to engage effectively with customers. You will also be responsible for measuring the impact of enablement efforts, using data to inform decisions and drive continuous improvement.

Collaboration will be a key aspect of your role, as you partner with various departments to ensure a cohesive approach to customer success. You will lead initiatives that promote knowledge sharing and best practices across teams, fostering a culture of learning and growth within the organization.

What we offer

Asana offers a dynamic work environment where you can make a significant impact on customer success. With a focus on building technology that drives positive change, you will be part of a culture that values diversity and inclusion. The role can be based in San Francisco, Chicago, or New York City, with hybrid work models available to support collaboration among global team members. Join us to help shape the future of customer experience at Asana.