Senior Enterprise Business Systems Analyst, Customer Success

Fastly

full-time

Posted on: 9/28/2025

Location Type: Hybrid

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

✨ AI Apply

💰 $119,880 - $159,840 per year

Senior

BigQueryCloudPMPSQLTableau

About the role

Collaborate with Customer Success, Professional Services, Customer Support, and cross-functional technology teams to translate goals into system and process solutions
Partner with senior leaders to recommend solutions aligned with long-term objectives
Act as the go-to resource for implementation and daily operation of Customer Success technology platforms
Analyze Customer Success, Professional Services, and Support workflows to identify gaps and efficiency opportunities
Recommend and implement enhancements or new solutions to streamline operations and support growth
Identify manual processes and design scalable automation with development teams
Translate business requirements into Solution Design Documents, functional specs, and user stories with clear acceptance criteria
Manage a prioritized backlog of requests and enhancements balancing immediate needs with scalability
Partner with program managers and developers to define timelines, track progress, and deliver solutions
Develop test scripts, coordinate UAT, and track issues to resolution prior to deployment
Partner with analytics and technology teams to build a unified view of Customer Success data and define reporting/dashboard requirements
Support training, documentation, post-launch adoption, and continuous improvement of solutions
Build trusted relationships with executive stakeholders and communicate project impacts, risks, and outcomes

Bachelor’s degree in business, management information systems, computer science, or related field
8+ years of experience as a Business Systems Analyst or Product Owner in Customer Success, Revenue, or Customer Support domains within a SaaS environment
5 to 8+ years of Salesforce experience (Service Cloud, Experience Cloud), Slack Apps, Elevate, and Workato
Strong business analysis and process improvement skills
Experience translating business needs into Solution Design Documents, user stories, and acceptance criteria
Familiarity with analytics and reporting platforms (e.g., Looker, Tableau, or equivalent)
Exposure to AI-driven solutions and ability to evaluate their applicability
Experience with Agile methodologies for application development and support
Strong SQL skills, able to write medium-complexity queries
Excellent problem-solving, organizational, and interpersonal skills
Ability to build trust and credibility with stakeholders and communicate impacts to senior leaders
Availability during core business hours
May require travel as requested by manager
Certifications (nice to have): Scrum Master or PMP
Tool experience (nice to have): Workato, Jira, Ironclad, Lucid, Looker, BigQuery

Benefits

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

SalesforceService CloudExperience CloudSQLAgile methodologiesSolution Design Documentsuser storiesacceptance criteriaanalyticsprocess improvement

problem-solvingorganizationalinterpersonalcommunicationtrust-buildingcredibilitycollaborationanalysisrecommendationtraining

Scrum MasterPMP