[Remote] Head of Digital and Scaled Customer Success

Note: The job is a remote job and is open to candidates in USA. Asana is hiring a Head of Digital and Scaled Customer Success to lead automated, data-driven programs that retain, engage, and grow customers at scale. The role owns digital customer success strategy, builds AI-powered and self-serve engagement programs, and leads cross-functional teams to improve customer outcomes and lifetime value.

Responsibilities

• 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
• Launch self-serve onboarding, lifecycle communications, and in-product nudges that drive activation and habitual software usage with minimal to no human coverage
• Implement AI-driven plays to scale team impact, partnering closely with Product to clarify platform capabilities versus team-built automation
• Develop strategic customer plays centered on relationship building, deep discovery, and solution alignment, serving as a key advisor and escalation point for complex issues
• Define customer activation milestones across every stage of the journey, identify leading indicators, and build instrumentation to measure program success
• Run a rigorous experimentation program to identify motions that effectively shift customer behavior, using data insights to continually iterate on playbooks
• 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

Skills

• 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
• Demonstrates curiosity about AI tools and emerging technologies, with a willingness to learn and leverage them to enhance productivity, collaboration, or decision-making
• Proven track record in customer success leadership, specifically in 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 partner with experience collaborating across Product, Marketing, and Operations to design product-led and program-led journeys
• Proven capability as an advisor for complex customer issues, with strong problem-solving skills to manage senior customer escalations effectively
• Track record of leading, mentoring, and developing high-performing teams while driving strategic operating models

Benefits

• This role can either be fully remote depending on which US state you live in, or based in our San Francisco, Chicago, or New York City office with an office-centric hybrid schedule.
• 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

Company Overview

Company H1B Sponsorship