GTM Systems and Business Process Manager - Renewals and CX

We're looking for a Business Process Manager to serve as the connective tissue between our Renewals and Customer Success teams and the Enterprise Technology organization. This is a cross-functional, high-visibility role for someone who thrives at the intersection of operations, strategy, and technology — someone who can walk the floor with a CSM in the morning, then translate what they heard into a crisp business requirements document by afternoon.

This role is based in our San Francisco 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.

• Serve as the translation layer between the field and technical teams - embed with Renewals, Customer Success, and adjacent teams to develop a ground-level understanding of how work actually gets done
• Surface pain points, bottlenecks, and unmet needs through structured discovery: interviews, process shadowing, workflow audits, and data analysis. Translate field insights into clear, actionable business requirements that the Enterprise Technology team can execute against
• Own the process improvement lifecycle - Map current-state workflows and identify gaps between how tools are used and how they could be used. Prioritize improvement opportunities based on business impact, effort, and strategic alignment
• Track adoption and outcomes post-launch; close the feedback loop with stakeholders
• Drive cross-functional alignment - Facilitate working sessions with stakeholders across Renewals, Customer Success, Revenue Strategy & Operations, and Enterprise Technology
• Serve as the single point of contact for field teams seeking to escalate tool friction or request workflow changes
• Support the tools ecosystem - Become a power user in the tools used by Renewals and CS teams (Salesforce, QuadSci, and Trig.ai). Identify where tooling gaps create manual workarounds or downstream data quality issues
• Evaluate new tool requests against existing capabilities; build the business case where new investment is warranted

• 7+ years in business operations, revenue operations, process improvement, or a related field; experience supporting customer-facing go-to-market teams strongly preferred
• Track record of translating ambiguous operational problems into structured requirements and seeing them through to execution
• Experience working cross-functionally with technical teams (engineering, IT, or enterprise technology); familiarity with agile or product development workflows a plus
• Exposure to renewals, customer success, or SaaS go-to-market motions preferred
• Strong understanding of AI CSM tools to drive productivity and efficiency
• Exceptional written and verbal communication — you can make a complex workflow legible to an engineer and make a technical constraint legible to a CSM
• Strong process thinking: you naturally ask "why does this work this way?" before asking "how do we fix it?"
• Demonstrates curiosity about AI tools and emerging technologies, with a willingness to learn and leverage them to enhance productivity, collaboration, or decision-making

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.

Asana is a leading platform for human + AI collaboration. Millions of teams around the world rely on Asana to achieve their most important goals, faster. Asana has been named to Fortune's Best Workplaces for 7+ years and recognized by Fast Company, Forbes, and Gartner for excellence in workplace culture and innovation. We offer an exceptional office-centric culture while adopting the best elements of hybrid models to ensure that every one of our global team members can work together effortlessly. With 13+ 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.

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