Best Practices for Customer Success Management teams


Hello @Alexis and the rest of the CSM team. I have recently moved into the position of VP of Customer Success for my company. I would love to know if you are managing your customer accounts entirely in Asana or if you use a more specific SaaS for CSM, like Totango. I’m secretly (not secretly!) hoping that you do everything in Asana and have the ultimate workflows and templates which you are ready to share​:crossed_fingers::crossed_fingers::crossed_fingers::crossed_fingers::crossed_fingers:

If there are CSM folks in the community, I’ll take any and all recommendations. We’re currently in the no-man’s land, multi-platform nightmare that is Asana, JIRA/Confluence, FreshDesk and get ready for it… Netsuite. :flushed: We are predominantly a manufacturing org with a new SaaS product… our business model is anything but traditional. My goal is to streamline where possible without pissing people off.


@Kaitie any thoughts here?


Hi Cameron,

I am pretty sure you can handle everything in Asana and enjoy the benefits of an unified view and no trouble and friction while switching between and maintaining multiple tools.

For instance, when people file a request you can use Wufoo to create a task out of this form/request.

I blogged en detail how you can convince your colleagues in your company for Asana here in the Community.

Good luck and welcome to Asana,


Hi @Cameron_Chinatti,

Great question! I suggest you visit this thread about using Asana as a CRM tool

While we previously used Asana as a CRM tool and we still keep some customer information in Asana, we have now transitioned to Salesforce as our primary tool. Our key toolset includes: Asana, Salesforce, and Looker.