Fastly

Senior Enterprise Business Systems Analyst, Customer Success

Fastly

full-time

Posted on:

Location Type: Hybrid

Location: Denver • California, Colorado, New York • 🇺🇸 United States

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Salary

💰 $119,880 - $159,840 per year

Job Level

Senior

Tech Stack

BigQueryCloudPMPSQLTableau

About the role

  • Collaborate with Customer Success, Professional Services, Customer Support, and cross-functional technology teams to understand goals and translate them into effective system and process solutions.
  • Partner with senior leaders to understand evolving business strategies and recommend solutions that align with longer-term objectives.
  • Build trusted relationships with executive stakeholders by clearly communicating project impacts, risks, and outcomes.
  • Act as the go-to resource for implementation and daily operation of Customer Success technology platforms.
  • Analyze current Customer Success, Professional Services, and Support workflows to identify gaps and opportunities for efficiency.
  • Recommend and implement enhancements or new solutions that streamline team operations and support strategic growth.
  • Identify manual, time-consuming processes and design scalable automation in partnership with development teams.
  • Translate business requirements into Solution Design Documents (SDDs), functional specs, and user stories with clear acceptance criteria.
  • Manage a prioritized backlog of requests and enhancements, balancing immediate needs with longer-term scalability.
  • Partner with program managers and developers to define timelines, track progress, and deliver solutions on schedule.
  • Develop detailed test scripts, coordinate User Acceptance Testing (UAT), and track issues to resolution before deployment.
  • Partner with analytics and technology teams to build a unified and accurate view of Customer Success data and define reporting and dashboard requirements.
  • Ensure consistency and integrity of data across Customer Success systems.
  • Support training, documentation, and knowledge sharing for Customer Success tools and processes and provide post-launch support to drive adoption.

Requirements

  • Bachelor’s degree in business, management information systems, computer science, or related field.
  • 5 to 8+ years of Salesforce experienc (Service Cloud, Experience Cloud), Slack Apps, Elevate, and Workato.
  • 8+ years of experience as a Business Systems Analyst or Product Owner in Customer Success, Revenue, or Customer Support domains within a SaaS environment.
  • Strong business analysis and process improvement skills, with the ability to identify gaps and recommend scalable solutions.
  • Experience translating business needs into clear requirements, user stories, and acceptance criteria to guide development teams.
  • Familiarity with analytics and reporting platforms (e.g., Looker, Tableau, or equivalent).
  • Exposure to AI-driven solutions and ability to evaluate where they can improve efficiency and scale.
  • Experience with Agile methodologies for planning and executing application development, enhancement, and support.
  • Strong SQL skills, with the ability to write medium-complexity queries.
  • Self-motivated, adaptable, and able to thrive in a fast-changing environment with competing priorities.
  • Excellent problem-solving, organizational, and interpersonal skills with the ability to communicate tradeoffs, impacts, and recommendations to both business stakeholders and senior leaders.
  • Ability to build trust and credibility with stakeholders, contributing to conversations around process scalability and technology alignment with business strategy.
  • Certifications desirable: Scrum Master or PMP.
  • Tools/technologies desirable: Workato, Jira, Ironclad, Lucid, Looker, BigQuery.
Benefits
  • We offer a comprehensive benefits package including medical, dental, and vision insurance.
  • Family planning, mental health support along with Employee Assistance Program.
  • Insurance (Life, Disability, and Accident).
  • A Flexible Vacation policy and up to 18 days of accrued paid sick leave.
  • 401(k) (including company match).
  • Employee Stock Purchase Program.
  • For 2025, we offer 11 paid local holidays, 11 paid company wellness days.
  • Benefits that start on the first day of your employment with Fastly.
  • May be eligible to participate in Fastly’s equity and discretionary bonus programs.
  • IN-PERSON new hire orientation in our San Francisco office (new hire onboarding perk).

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
SalesforceService CloudExperience CloudSlack AppsWorkatoSQLAgile methodologiesbusiness analysisprocess improvementuser stories
Soft skills
problem-solvingorganizational skillsinterpersonal skillscommunicationadaptabilityself-motivationtrust-buildingstakeholder managementanalytical thinkingcollaboration
Certifications
Scrum MasterPMP