GTM Systems and Business Process Manager - Renewals and CX

Asana•San Francisco, CA

8d•Hybrid

About The Position

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.

Requirements

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

Nice To Haves

If you're interested in this role and don't meet every listed requirement, we still encourage you to apply.

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