Head of Digital and Scaled Customer Success

The role

You will lead a team that designs and leads automated, data-driven programs to retain, engage, and grow large groups of smaller-tier customers. You will build tech-touch strategies, manage digital engagement tools, and optimize operations to drive low-cost customer lifetime value.

What you will do

• Define and own scale and digital CS strategy
• Launch self-serve onboarding, lifecycle communications, and in-product nudges
• Implement AI-driven plays to scale team impact
• Develop strategic customer plays centered on relationship building, discovery, and solution alignment
• Define customer activation milestones and build instrumentation to measure program success
• Run a rigorous experimentation program to identify motions that shift customer behavior
• Lead and develop a high-leverage team
• Partner cross-functionally to align stakeholders on the digital CS vision and operating model

Required qualifications

• 7-10+ years of experience in Customer Success or client-facing leadership roles within the SaaS industry
• Proven track record of managing large-scale regional organizations
• Curiosity about AI tools and emerging technologies
• Proven track record in building, executing, and scaling digital or programmatic customer success strategies
• Experience establishing metrics frameworks, tracking leading indicators, and running data-driven experimentation programs
• Experience collaborating across Product, Marketing, and Operations to design product-led and program-led journeys
• Capability as an advisor for complex customer issues
• Track record of leading, mentoring, and developing high-performing teams

Nice to have

• Willingness to learn and leverage AI tools to enhance productivity, collaboration, or decision-making

Benefits

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

Before you apply

• Recruiter will share more about in-office requirements if interviewing
• Will consider qualified applicants with arrest and conviction records pursuant to the San Francisco Fair Chance Ordinance

About the company

Asana is a leading platform for human + AI collaboration. Millions of teams around the world rely on Asana to achieve their most important goals, faster.