Head of Digital and Scaled Customer Success

Asana
San Francisco, Chicago, New York
Workplace: HybridFull timeUSD 178,400 - 262,400 annuallyFunction: Customer Success & Account ManagementExperience: 7+ yearsSkills: ["Cross-functional collaboration","Problem-solving","Leadership","Mentoring","Strategic thinking"]

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.

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FursaFursa
Asana
Asana
1 month ago

Head of Digital and Scaled Customer Success

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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
Glassdoor: 4.2
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