GTM Systems and Business Process Manager - Renewals and CX

Overview We are 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 cross-functional, high-visibility role operates at the intersection of operations, strategy, and technology. You will translate field insights into clear business requirements documents for the Enterprise Technology team. This role is based in our San Francisco office with an office-centric hybrid schedule. In-office days are typically Monday, Tuesday, and Thursday. Most team members have the option to work from home on Wednesdays. Working from home on Fridays depends on the type of work and teams involved. If you’re interviewing for this role, your recruiter will share more about in-office requirements. Responsibilities 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 About You 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 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 are committed to building teams that include diverse backgrounds, perspectives, and skills. 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 reflects the impact you have on our mission. We check market value and conduct a yearly pay equity audit to ensure fair compensation. For this role, the estimated base salary range is $185,000 – $210,000, with actual base salary varying based on market factors and qualifications assessed during the interview process. In addition to base salary, compensation may include equity, sales incentive pay (for most sales roles), and benefits. Speak with your recruiter to learn more about total compensation and benefits for this role. Benefits 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 dietary preferences Benefits may vary based on role, country, and local regulations. If you’re interviewing for this role, speak with your recruiter to learn more about the total compensation and benefits for this role. About Us Asana is a leading platform for human + AI collaboration. Millions of teams rely on Asana to achieve their 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 office-centric culture while adopting the best elements of hybrid models to ensure that every global team member can work together effortlessly. With 13+ offices worldwide, we are committed to building technology that drives positive change and a sense of belonging. 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