1 day ago

Head of Digital and Scaled Customer Success

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 10 hours agoStatus: Live

Job Summary

Lead Asana’s Digital & Scaled Customer Success strategy for retaining, engaging, and growing smaller-tier customers at scale. Own the digital customer journey, design self-serve onboarding and lifecycle communications, and build AI-powered engagement plays in partnership with Product. Establish activation milestones and instrumentation, run rigorous experimentation to improve outcomes, and serve as an advisor/escalation point while leading a high-leverage team and operating model.

Location: San Francisco, Chicago, New York

Workplace: Hybrid

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Sr. Director level

Key Responsibilities

•Define and own scale digital CS strategy, including the digital customer journey and engagement motions across lifecycle stages.
•Design digital success programs such as self-serve onboarding, lifecycle communications, and in-product nudges to drive activation and habitual usage.
•Build AI-powered engagement plays and partner with Product to clarify platform capabilities vs. team-built automation.
•Accelerate customer time-to-value through strategic customer plays, serving as a key advisor and escalation point for complex issues.
•Establish metrics frameworks and run data-informed experimentation to identify effective motions and continuously iterate playbooks.

Pay and Benefits

Salary: USD 178,400 - 262,400 annually

Equity and Bonus:Equity

Perks:Health InsuranceGym MembershipRetirementFamily Building

Key Requirements

•7-10+ years of experience in Customer Success or client-facing leadership roles in the SaaS industry, with a proven track record managing large-scale regional organizations.
•Proven track record in customer success leadership, building, executing, and scaling digital or programmatic customer success strategies.
•Demonstrated experience establishing metrics frameworks, tracking leading indicators, and running rigorous data-driven experimentation programs.
•Strong cross-functional collaboration experience partnering across Product, Marketing, and Operations to design product-led and program-led journeys.
•Track record of leading, mentoring, and developing high-performing teams while driving strategic operating models.

Experience:7+ yearsSaaS

Skills:Cross-functional collaborationProblem-solvingLeadershipMentoringStrategic thinking

Languages:English

Tech Stack:AI

Company Brief

Asana

Asana provides a work management platform that helps teams coordinate, track, and manage tasks, projects, and workflows. It offers collaboration, task tracking, automation, and reporting tools for organizations of all sizes.

Industry: Enterprise Software

Company Size: Enterprise (1,001+ employees)

Revenue: USD 500M to 1B

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: San Francisco, United States

Founded: 2008

Glassdoor: 4.2

Website LinkedIn Glassdoor

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Asana

1 day ago

Head of Digital and Scaled Customer Success

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 10 hours agoStatus: Live

Job Summary

Location: San Francisco, Chicago, New York

Workplace: Hybrid

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Sr. Director level

Key Responsibilities

•Define and own scale digital CS strategy, including the digital customer journey and engagement motions across lifecycle stages.
•Design digital success programs such as self-serve onboarding, lifecycle communications, and in-product nudges to drive activation and habitual usage.
•Build AI-powered engagement plays and partner with Product to clarify platform capabilities vs. team-built automation.
•Accelerate customer time-to-value through strategic customer plays, serving as a key advisor and escalation point for complex issues.
•Establish metrics frameworks and run data-informed experimentation to identify effective motions and continuously iterate playbooks.

Pay and Benefits

Salary: USD 178,400 - 262,400 annually

Equity and Bonus:Equity

Perks:Health InsuranceGym MembershipRetirementFamily Building

Key Requirements

•7-10+ years of experience in Customer Success or client-facing leadership roles in the SaaS industry, with a proven track record managing large-scale regional organizations.
•Proven track record in customer success leadership, building, executing, and scaling digital or programmatic customer success strategies.
•Demonstrated experience establishing metrics frameworks, tracking leading indicators, and running rigorous data-driven experimentation programs.
•Strong cross-functional collaboration experience partnering across Product, Marketing, and Operations to design product-led and program-led journeys.
•Track record of leading, mentoring, and developing high-performing teams while driving strategic operating models.

Experience:7+ yearsSaaS

Skills:Cross-functional collaborationProblem-solvingLeadershipMentoringStrategic thinking

Languages:English

Tech Stack:AI

Company Brief

Asana

Industry: Enterprise Software

Company Size: Enterprise (1,001+ employees)

Revenue: USD 500M to 1B

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: San Francisco, United States

Founded: 2008

Glassdoor: 4.2

Website LinkedIn Glassdoor