Head of Renewals

At Asana, we’re building work management software to help every organization in the world become more effective in working together and realizing their goals. Our Customer Experience team is committed to helping customers in their post-sales journey to deploy, adopt, and use Asana as both a technology product and a holistic way of working. We strive to help our customers, across geographies, industries, and functions, get off on the right foot, experience the most value out of the tool over time, and ultimately renew & grow their subscription.

As Global Head of Renewals reporting directly to the Chief Customer Officer, you'll lead the transformation of Asana's renewals function to align with our refreshed go-to-market strategy, building a customer transaction journey that delivers value to every customer while achieving aggressive retention targets through your team of regional leaders. This high-visibility role demands exceptional leadership, strategic excellence, and strong cross-functional relationship skills as you join the CSM & Renewals leadership team to define and execute a redefined Customer Success vision across all post-sales functions. Responsible for retaining Asana's largest customers, you'll help evolve our GTM motion while collaborating closely with sales, account management, channel, and customer success teams to develop a cohesive partnership that removes blockers, enhances customer engagement, and accelerates growth.

This role is based in San Francisco with an office-centric hybrid schedule. The standard in-office days are Monday, Tuesday, and Thursday. Most Asanas have the option to work from home on Wednesdays. Working from home on Fridays depends on the type of work you do and the teams with which you partner. If you're interviewing for this role, your recruiter will share more about the in-office requirements.

What you’ll achieve:

• Define long-term vision for the Renewal process in the context of Asana priorities and external benchmarks. Ability to map the steps to get from current state to future state.
• Foster an environment that inspires individuals to excel and do their best work. Develop leaders within the organization and align them with roles that expand their potential for impact.
• Take ownership of the end-to-end process, continuously seeking adaptive improvements to the customer journey that enhance experiences and increase operational efficiency.
• Implement the next iteration of ‘auto-renew’ language in our contracts to strengthen our commercial outcomes.
• Build, maintain and iterate automated flags that highlight important renewal risks and expansion opportunities - creating priority focus areas for our frontline teams.
• Identify ‘best in class’ external benchmarks to shape our future renewal practices.
• Identify trends and share actionable insights with product teams for improving customer experience.
• Manage the renewals team with empathy and kindness  and lead them through a major transformation. This will involve coaching, mentoring, and training support staff, as well as developing performance metrics and incentive programs to motivate and reward high performance. 

About you:

• Minimum of 10 years of experience in a senior management position, overseeing renewals or customer success functions within a SaaS or technology environment
• Strong background in renewal management, with a demonstrated track record of success in driving high renewal rates, revenue growth, and customer retention globally and experience with customers of all sizes from SMB through to strategic enterprise 
• Demonstrated ability to make data-driven decisions and proven track record of driving strategy and growth in a fast-paced environment and proven ability to partner with VP-level/C-Suite stakeholders
• Experience leading renewal initiatives on a global scale, with a deep understanding of regional differences and cultural nuances that impact renewal dynamics and customer relationships
• Strategic thinker with the ability to develop and execute comprehensive renewal strategies aligned with overall business objectives, leveraging data-driven insights and market intelligence to drive decision-making
• Exceptional negotiation skills with a proven ability to successfully negotiate complex renewal contracts and agreements, balancing the needs of the customer with the objectives of the company
• Demonstrated leadership skills and a track record of developing and mentoring great talent, and inspiring and motivating high achieving teams
• Ability to build and maintain strong relationships with internal and external stakeholders and strong analytical and problem-solving abilities

At Asana, we're committed to building teams that include a variety of backgrounds, perspectives, and skills, as this is critical to helping us achieve our mission. If you're interested in this role and don't meet every listed requirement, we still encourage you to apply.

What we’ll offer:

Our comprehensive compensation package plays a big part in how we recognize you for the impact you have on our path to achieving our mission. We believe that compensation should be reflective of the value you create relative to the market value of your role. To ensure pay is fair and not impacted by biases, we're committed to looking at market value which is why we check ourselves and conduct a yearly pay equity audit. 

For this role, the estimated OTE range is between $270,000 - $318,000. The actual base salary will vary based on various factors, including market and individual qualifications objectively assessed during the interview process. The listed range above is a guideline, and the base salary range for this role may be modified.

In addition to base salary, your compensation package may include additional components such as equity, sales incentive pay (for most sales roles), and benefits. If you're interviewing for this role, speak with your Talent Acquisition Partner to learn more about the total compensation and benefits for this role.

We strive to provide equitable and competitive benefits packages that support our employees worldwide and include:

• Mental health, wellness & fitness benefits
• Career coaching & support
• Inclusive family building benefits
• Long-term savings or retirement plans
• In-office culinary options to cater to your dietary preferences 

These are just some of the benefits we offer, and benefits may vary based on role, country, and local regulations. If you're interviewing for this role, speak with your Talent Acquisition Partner to learn more about the total compensation and benefits for this role.

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