Head of Digital and Scaled Customer Success

• We are looking for a senior leader for the Head of Digital & Scaled Customer Success
• In this 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 without relying on one-on-one human management
• You will build tech-touch strategies, manage digital engagement tools, and optimize operations to drive low-cost customer lifetime value
• Define and own scale & digital strategy: Own the scale and digital CS strategy, defining the digital customer journey, determining engagement motions for each stage, and establishing how customers transition as their needs evolve
• Design digital success programs: Launch self-serve onboarding, lifecycle communications, and in-product nudges that drive activation and habitual software usage with minimal to no human coverage
• Build AI-powered engagement plays: Implement AI-driven plays to scale team impact, partnering closely with Product to clarify platform capabilities versus team-built automation
• Accelerate customer time-to-value: Develop strategic customer plays centered on relationship building, deep discovery, and solution alignment, serving as a key advisor and escalation point for complex issues
• Establish metrics frameworks: Define customer activation milestones across every stage of the journey, identify leading indicators, and build instrumentation to measure program success
• Drive data-informed experimentation: Run a rigorous experimentation program to identify motions that effectively shift customer behavior, using data insights to continually iterate on playbooks
• Lead cross-functional vision: Lead and develop a high-leverage team while partnering cross-functionally across the organization to align stakeholders on the digital CS vision and operating model

Benefits

• Benefits - From comprehensive health benefits including mental health programs and coaching to our in-house culinary program and supportive parental leave policies, our benefits are intentionally designed to ensure that you are energized, focused, and thriving
• Development: We know that growth isn’t always linear, so we’ll support you in achieving your personal and professional goals. You’ll have the opportunity to take on big responsibilities that impact our success as a company and challenge you in new and fulfilling ways.
• Career growth: Your growth at Asana centers on ownership, access, and choice. All employees can tap into resources that support their growth and their team’s growth in the way that works best for their unique needs.

• Demonstrated experience establishing metrics frameworks, tracking leading indicators, and running rigorous data-driven experimentation programs
• Proven capability as an advisor for complex customer issues, with strong problem-solving skills to manage senior customer escalations effectively
• Strong cross-functional partner with experience collaborating across Product, Marketing, and Operations to design product-led and program-led journeys
• Proven track record in customer success leadership, specifically in building, executing, and scaling digital or programmatic customer success strategies
• Track record of leading, mentoring, and developing high-performing teams while driving strategic operating models
• Demonstrates curiosity about AI tools and emerging technologies, with a willingness to learn and leverage them to enhance productivity, collaboration, or decision-making
• 7-10+ years of experience in Customer Success or client-facing leadership roles within the SaaS industry, with a proven track record of managing large-scale regional organizations
• 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