Head Of Digital & Scaled Customer Success (SaaS)

TL;DR

Head of Digital & Scaled Customer Success (SaaS): Leading a team to design and execute automated, data-driven programs to retain and grow smaller-tier customers with an accent on tech-touch strategies and AI-powered engagement. Focus on building scalable customer journeys, establishing metrics frameworks, and driving product-led growth without relying on one-on-one human management.

Location: Must be based in the US. Role can be fully remote (depending on state) or office-centric hybrid in San Francisco, Chicago, or New York City.

Compensation: $178,400 – $262,400 (based on geographic pay zones).

Company

Asana is a leading platform for human and AI collaboration, helping millions of teams achieve their goals through effective work management software.

What you will do

• Define and own the global scale and digital customer success strategy.
• Launch self-serve onboarding, lifecycle communications, and in-product nudges.
• Implement AI-driven engagement plays to scale team impact and platform adoption.
• Develop strategic customer plays centered on relationship building and solution alignment.
• Establish metrics frameworks and leading indicators to measure program success.
• Run rigorous experimentation programs to identify and iterate on effective customer motions.

Requirements

• 7-10+ years of experience in Customer Success or client-facing leadership within the SaaS industry.
• Proven track record in building, executing, and scaling digital or programmatic customer success strategies.
• Demonstrated experience establishing metrics frameworks and running data-driven experimentation.
• Strong cross-functional collaboration skills with Product, Marketing, and Operations teams.
• Proven capability as an advisor for complex customer issues and senior escalations.
• Must be authorized to work in the United States.

Nice to have

• Curiosity about AI tools and emerging technologies to enhance productivity and decision-making.

Culture & Benefits

• Comprehensive compensation package including equity and performance-based incentives.
• Mental health, wellness, and fitness benefits.
• Career coaching and support with inclusive family building benefits.
• Long-term savings or retirement plans.
• Exceptional office-centric culture with hybrid flexibility.