VP of Digital & Scaled Customer Success

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

Benefits offered by this job

Mental health benefits

Career coaching

Family building benefits

Long-term savings/retirement plans

In-office culinary options

Job summary

Asana is seeking a senior leader to head Digital & Scaled Customer Success, designing automated, data‑driven programs to retain and grow large groups of smaller customers. You will implement AI‑powered engagement plays and lead a cross‑functional team across Product, Marketing, and Operations.

The role emphasizes building scalable, low‑touch strategies, shaping the digital customer journey, and delivering measurable value with a focus on customer activation and long‑term retention.

Qualifications

• 7–10+ years in Customer Success or leadership within SaaS.
• Proven ability to design and scale digital or programmatic CS strategies.
• Experience establishing metrics, leading data‑driven experiments.
• Strong cross‑functional collaboration with Product, Marketing and Operations.

Responsibilities

• Define and own the scale and digital CS strategy.
• Design digital success programs with self-serve onboarding and lifecycle communications.
• Build AI-powered engagement plays with Product collaboration.
• Accelerate time-to-value through strategic customer plays.
• Establish metrics frameworks to measure activation and outcomes.
• Drive data-informed experimentation to improve playbooks.
• Lead cross-functional vision and develop a high‑leverage team.

Skills

Customer Success Leadership

Data-driven Decision Making

Cross-functional Leadership

AI Tools Awareness

Program Design

Tools

Engagement Tools

AI Platform Integration

Job description

Asana is seeking a senior leader to head Digital & Scaled Customer Success, designing automated, data‑driven programs to retain and grow large groups of smaller customers. You will implement AI‑powered engagement plays and lead a cross‑functional team across Product, Marketing, and Operations.

The role emphasizes building scalable, low‑touch strategies, shaping the digital customer journey, and delivering measurable value with a focus on customer activation and long‑term retention.