Global Head of Digital CS & Scaled Growth

WinsAbove; San Francisco (CA); Hybrid; USD 223,200 - 262,400; Full time

Benefits offered by this job

Mental health benefits

Career coaching

Inclusive family building benefits

Long-term savings/retirement plans

In-office culinary options

Job summary

Asana is building agentic, scalable customer success with a strong focus on AI-driven engagement. We seek a senior leader to head Digital & Scaled Customer Success, designing automated programs to retain, engage, and grow large groups of customers with minimal human touch.

You will lead AI-powered plays, define metrics, and partner across Product, Marketing, and Operations to align the digital CS vision with our operating model and growth strategy.

Qualifications

• 7–10+ years in customer success or senior leadership in SaaS.
• Proven ability to design scalable digital or programmatic CS strategies.
• Experience establishing metrics and running data-driven experiments.
• Strong cross-functional partnership with Product, Marketing, and Operations.
• Ability to advise on complex customer escalations.

Responsibilities

• Define and own scale & digital CS strategy.
• Design self-serve onboarding, lifecycle communications, and in-product nudges.
• Build AI-driven engagement plays with Product.
• Accelerate time-to-value with strategic customer plays.
• Establish metrics frameworks across journey.
• Drive data-informed experimentation to optimize plays.
• Lead cross-functional vision and develop the team.

Skills

Digital CS leadership

Data-driven programs

AI tools curiosity

Cross-functional collaboration

Mentoring teams

Customer success strategy

Job description

Asana is building agentic, scalable customer success with a strong focus on AI-driven engagement. We seek a senior leader to head Digital & Scaled Customer Success, designing automated programs to retain, engage, and grow large groups of customers with minimal human touch.

You will lead AI-powered plays, define metrics, and partner across Product, Marketing, and Operations to align the digital CS vision with our operating model and growth strategy.