Work management software for teams and AI agents. Plan, automate, and execute critical workflows together. Backed by a16z and Founders Fund.
About the role
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.
What they're looking for
- 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
More about this role
At Asana, we’re building agentic work management software to help every organization in the world become more effective in working together and realizing their goals. Our Customer Experience team is committed to helping customers in their post-sales journey to deploy, adopt, and use Asana as both a technology product and a holistic way of working. We strive to help our customers, across geographies, industries, and functions, get off on the right foot, experience the most value out of the tool over time, and ultimately renew & grow their subscription.
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.
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. If based in-office: The...
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