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Digital Customer Success Director

2 weeks ago

Dublin, Dublin City, Ireland Asana Full time

About Asana

Asana is 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 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 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.

Key Responsibilities:
  • Strategic Leadership: Develop and execute a comprehensive digital-first engagement strategy to enhance the global customer experience.
  • 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.