Head of Digital and Scaled Customer Success
AsanaEnterprise Software company
San Francisco, United States$178,400 - $262,400Director
Founders Fund
Benchmark
8VC
Generation Investment Management
WiL
Sales & Account Management
About the role
TL;DR
Lead digital and scaled customer success strategies for SaaS clients.
- •Lead a team designing and implementing automated, data-driven programs to retain, engage, and grow smaller-tier customers.
- •You will build tech-touch strategies, manage digital engagement tools, and optimize operations to drive low-cost customer lifetime value.
- •Key Responsibilities Define and own scale & digital CS strategy.
- •Design and launch self-serve onboarding, lifecycle communications, and in-product nudges.
- •Implement AI-driven plays to scale team impact.
- •Establish metrics frameworks and drive data-informed experimentation.
- •Lead and develop a high-leverage team while partnering cross-functionally.
- •Requirements 7-10+ years of experience in Customer Success or client-facing leadership roles within SaaS.
- •Proven track record in scaling digital or programmatic customer success strategies.
- •Demonstrated experience establishing metrics frameworks and running data-driven experimentation.
- •Strong cross-functional partner with experience collaborating across Product, Marketing, and Operations.
- •Track record of leading, mentoring, and developing high-performing teams.
Required skills
Customer SuccessProduct ManagementStrategic PlanningCross-functional LeadershipCustomer OnboardingImplementation ManagementA/B Testing
Domain expertise
productivitydeveloper-tools
Benefits & perks
Mental health, wellness & fitness benefits, Career coaching & support, Inclusive family building benefits, Long-term savings or retirement plans, In-office culinary options
Tech stack
AsanaProduct ManagementCustomer SuccessCustomer OnboardingImplementation Management