Digital Customer Success Lead
4 days ago
At Asana, we're building collaboration software to help every team in the world become more effective in working together and realizing their goals. Our Customer Success team is committed to helping customers adopt Asana as both a technology product and a holistic approach to teamwork. We strive to help all of our customers, across countries, industries, and functions, get off on the right foot and continue to get the most value out of Asana over time.
We are seeking an experienced and strategic Digital Customer Success Lead to build and orchestrate our digital post-sales customer experience journey with a particular focus on our small to medium sized business. This role is pivotal in ensuring our customers navigate their journey through a well-defined, segmented and multi-channel strategy, with timely calls to action at key moments, guiding them to the appropriate resources. This role will ensure we are driving forward scaled solutions allowing us to reach more customers in the most effective ways and impact our customer satisfaction and retention.
This role is based in our Dublin office with an office-centric hybrid schedule. The standard in-office days are Monday, Tuesday, and Thursday. Most Asanas have the option to work from home on Wednesdays. Working from home on Fridays depends on the type of work you do and the teams with which you partner. If you're interviewing for this role, your recruiter will share more about the in-office requirements.
Key Responsibilities:
- Strategic Leadership: Develop and execute a comprehensive digital-first engagement strategy to enhance the global customer experience.
- Customer Journey Orchestration: Design and manage the end-to-end digital post-sales customer journey, ensuring seamless transitions and consistent experiences across all digital touchpoints in collaboration with other Asana teams.
- Multi-Channel Strategy Implementation: Leverage various digital channels (email, webinars, in-app messaging, etc.) to engage customers, ensuring timely and relevant communications.
- Cross-Functional Collaboration: Work closely with Sales, Product, Marketing, and Customer Experience teams to align strategies, share insights, and ensure a unified approach to customer success.
- Data-Driven Decision Making: Utilize customer data and analytics to identify key moments in the customer journey and collaborate across Asana to implement calls to action that lead customers to the right resources at the right time.
- Resource Development: Create and maintain digital customer success sequences and resources.
- Performance Monitoring: Establish KPIs to monitor customer engagement and success, using insights to refine strategies and improve the customer experience continuously.
- Minimum of 5 years of experience in digital customer success management or a related role.
- Proven experience in developing and executing digital engagement strategies.
- Strong understanding of multi-channel digital customer marketing and customer engagement tactics.
- Excellent analytical skills with the ability to interpret customer data and translate insights into actionable strategies including assessing and defining potential impact.
- Exceptional communication and interpersonal skills, with the ability to collaborate effectively across departments.
- Experience creating and maintaining content assets.
- Demonstrated leadership abilities with experience in building and managing strategies and teams.
- Fluency in English is required; additional language skills are a plus.
- Bachelor's degree in Business, Marketing, or a related field; Master's degree preferred.
At Asana, we're committed to building teams that include a variety of backgrounds, perspectives, and skills, as this is critical to helping us achieve our mission. If you're interested in this role and don't meet every listed requirement, we still encourage you to apply.
What We'll Offer
Our comprehensive compensation package plays a big part in how we recognize you for the impact you have on our path to achieving our mission. We believe that compensation should be reflective of the value you create relative to the market value of your role. To ensure pay is fair and not impacted by biases, we're committed to looking at market value which is why we check ourselves and conduct a yearly pay equity audit.
For this role, the estimated base salary range is between €119,000 - €135,000. The actual base salary will vary based on various factors, including market and individual qualifications objectively assessed during the interview process. The listed range above is a guideline, and the base salary range for this role may be modified.
In addition to base salary, your compensation package may include additional components such as equity, sales incentive pay (for most sales roles), and benefits. If you're interviewing for this role, speak with your Talent Acquisition Partner to learn more about the total compensation and benefits for this role.
We strive to provide equitable and competitive benefits packages that support our employees worldwide and include:
- Mental health, wellness & fitness benefits
- Career coaching & support
- Inclusive family building benefits
- Long-term savings or retirement plans
- In-office culinary options to cater to your dietary preferences
About Us
Asana helps teams orchestrate their work, from small projects to strategic initiatives. Millions of teams around the world rely on Asana to achieve their most important goals, faster. Asana has been named a Top 10 Best Workplace for 5 years in a row, is Fortune's #1 Best Workplace in the Bay Area, and one of Glassdoor's and Inc.'s Best Places to Work. After spending more than a year physically distanced, Team Asana is safely and mindfully returning to in-person collaboration, incorporating flexibility that adds hybrid elements to our office-centric culture. With 11+ offices all over the world, we are always looking for individuals who care about building technology that drives positive change in the world and a culture where everyone feels that they belong.
We believe in supporting people to do their best work and thrive, and building a diverse, equitable, and inclusive company is core to our mission. Our goal is to ensure that Asana upholds an inclusive environment where all people feel that they are equally respected and valued, whether they are applying for an open position or working at the company. We provide equal employment opportunities to all applicants without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by law. We also comply with the San Francisco Fair Chance Ordinance and similar laws in other locations.
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