Digital Success Lead

The job overview for this role is that the company is seeking a Digital Success Lead to be part of the Customer Experience (CX) team. The role involves creating a digital success customer experience by providing real-time, data-driven guidance to enhance customer adoption of Asana. The Digital Success Lead will collaborate with various teams to develop and execute a digital success strategy, including partnering with Product, Enterprise Technology, Insights, Marketing, and Customer Education. The role is based in the San Francisco office with a hybrid schedule.

• Lead the digital success strategy and coordinate cross-functional commitment and execution
• Partner with Product, Enterprise Technology, and Support on launching a customer portal
• Formulate data-driven definitions for each stage of the customer journey to better support customers
• Co-create a more robust customer health score with data teams
• Partner with Customer Success and data teams to develop data-driven 'next best actions' for customers
• Work alongside Engineering and Product teams to implement AI-driven customer guidance in-product

• BS Degree or higher
• 5+ years of experience in Digital Customer Success
• Familiar with customer journeys with SaaS software (bonus if mix of SLG and PLG) and where inflection points are on those journeys for which we can solve via digital success
• Experience working in high-growth, effectiveness and efficiency focused environments
• Relationship-focused cross-functional collaborator. Experience working closely with technical teams and Product teams. Able to actively listen, influence, and collaborate at every organization level to achieve results
• Independent, results-driven, and motivated to thrive in an ever-changing, fast-paced environment
• Proactive, problem-solver mindset, focused on continually evolving the way we use data to drive impactful insights
• Able to tackle very "open-ended" topics where you first need to figure out what questions you really need to answer

• Comprehensive compensation package
• Market-based pay with yearly pay equity audit
• Base salary range of $182,000 - $232,000 (may vary based on qualifications)
• Additional components such as equity, sales incentive pay, and benefits
• Mental health, wellness, and fitness benefits
• Career coaching and support
• Inclusive family building benefits
• Long-term savings or retirement plans
• In-office culinary options catering to dietary preferences
• Opportunities for in-person collaboration with hybrid work schedule
• Recognition as a Top 10 Best Workplace and Fortune's #1 Best Workplace in the Bay Area
• Commitment to diversity, equity, and inclusion