Digital Customer Success Lead

At Asana, we’re building collaboration software to help every team in the world work together more effectively and achieve their goals. Our Customer Success team is dedicated to helping customers adopt Asana not only as a product but as a holistic solution for modern teamwork. We empower our customers—from startups to global enterprises—to realize long-term value with Asana.

We’re looking for a strategic and collaborative Digital Customer Success Lead to join our team and help shape a connected, customer-centric post-sales experience. This newly created role will act as a key connector across Marketing, R&D, and Customer Success—bringing a unified strategy and clear customer lens to the way we design and deliver digital experiences that drive adoption, engagement, and long-term value.

As the Digital Customer Success Lead, you’ll set the vision for how we scale customer engagement through digital-first strategies, while thoughtfully integrating human touchpoints where they drive the most value. You’ll collaborate with our CSM team to shape high-value 1:1 and 1:few journeys, and serve as a strategic partner to our Digital Marketing team in optimizing 1:many experiences. Your success will depend on your ability to align cross-functional efforts, lead with data and insight, and bring customer-centric strategies to life through close collaboration and hands-on execution.

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.

What You’ll Do

• Set the Vision for Scaled Engagement: Define and evolve our digital-first strategy for post-sales engagement, ensuring customer journeys are thoughtful, data-informed, and include human touchpoints where they drive the most value.
• Design Cohesive Journeys Across 1:1, 1:few, and 1:many: Partner closely with CSMs to craft high-value 1:1 and 1:few journeys, while collaborating as a strategic partner with Digital Marketing to optimize and align 1:many experiences.
• Align Cross-Functional Teams Around the Customer: Connect efforts across Customer Success, Marketing, and R&D to ensure customer-facing strategies, messaging, and touchpoints are consistent, impactful, and grounded in shared goals.
• Leverage Data to Drive Continuous Improvement: Use behavioral insights and lifecycle data to identify key customer moments, assess performance, and refine strategies to improve adoption, satisfaction, and long-term value.

About You

• 5+ years of experience in digital customer success or a related field.
• Proven success developing and executing cross-functional, digital-first customer engagement strategies.
• Experience designing and scaling post-sales customer journeys across 1:1 and 1:few engagement models.
• Strong understanding of multi-channel digital tactics for customer engagement and education.
• Skilled at partnering across Marketing, R&D, and Customer Success to align initiatives and drive results.
• Highly analytical with a data-informed mindset and a focus on continuous improvement.
• Comfortable navigating between strategy and execution—you can set a vision and roll up your sleeves to bring it to life.
• Excellent collaboration and communication skills; thrives in a cross-functional, team-first environment.
• Experience creating customer-facing content and success programs.
• Fluent in English; additional languages a plus.
• Bachelor's degree in Business, Marketing, or a related field; Master’s degree a plus.