Head of Digital & Scaled Customer Success

Location: Fully remote depending on the US state of residence, or office-centric hybrid from San Francisco, Chicago, or New York City. Standard in-office days are Monday, Tuesday, and Thursday; Wednesday is generally available for remote work, while Friday depends on the role and partner teams.

Base salary: $178,400–$210,000 for Zone C, $200,800–$236,000 for Zone B, or $223,200–$262,400 for Zone A per year.

Company

Asana develops agentic work management software for human and AI collaboration, helping organizations coordinate work and achieve their goals.

What you will do

• Own the digital and scaled Customer Success strategy, including customer journeys, engagement motions, and transitions between service levels.
• Design self-serve onboarding, lifecycle communications, in-product nudges, and other automated programs that drive activation and habitual product usage.
• Build AI-powered engagement plays and partner with Product to define platform capabilities and team-built automation.
• Develop customer plays that accelerate time-to-value and advise on complex customer issues and escalations.
• Establish activation milestones, leading indicators, instrumentation, and metrics frameworks for program success.
• Lead data-driven experimentation and develop a high-leverage team while aligning cross-functional stakeholders on the digital Customer Success operating model.

Requirements

• 7–10+ years of experience in Customer Success or client-facing leadership within the SaaS industry.
• Experience managing large-scale regional organizations and building, executing, and scaling digital or programmatic Customer Success strategies.
• Experience establishing metrics frameworks, tracking leading indicators, and running rigorous data-driven experimentation programs.
• Strong cross-functional collaboration skills across Product, Marketing, and Operations.
• Ability to advise on complex customer issues, manage senior escalations, and solve difficult problems.
• Experience leading, mentoring, and developing high-performing teams, with curiosity about AI tools and emerging technologies.

Culture & Benefits

• Office-centric culture with hybrid work options and remote eligibility depending on role and location.
• Mental health, wellness, and fitness benefits.
• Career coaching and support.
• Inclusive family-building benefits.
• Long-term savings or retirement plans and in-office culinary options.
• Benefits may vary by role, country, and local regulations.