Senior Enterprise Business Systems Analyst, Customer Success

Senior Enterprise Business Systems Analyst, Customer Success

Location:

• San Francisco, CA
• New York, NY
• Denver, CO

Hybrid

Job Description:

Senior Enterprise Business Systems Analyst, Customer Success

Fastly Business Systems team is looking for a Senior Enterprise Business Systems Analyst, Customer Success. The Customer Success organization includes Account Management, Professional Services and Customer Support functions. The Senior Business Systems Analyst integrates strategic thinking, problem-solving skills and cross-functional collaboration to execute on the Customer Success strategy, drive innovation and business results. Utilize past experience to analyze business needs, partner with Customer Success teams to recommend, implement optimizations and Customer Success technology tools.

What You'll Do:

Stakeholder Collaboration & Business Partnership

• 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.

Customer Success Process Optimization & Automation

• 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.

Product Ownership & Agile Execution

• 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.

Data & Reporting Enablement

• Partner with analytics and technology teams to build a unified and accurate view of Customer Success data.

• Define reporting and dashboard requirements that help leaders track progress against business goals.

• Ensure consistency and integrity of data across Customer Success systems.

Change Management & Adoption

• Support training, documentation, and knowledge sharing for Customer Success tools and processes.

• Provide post-launch support to drive adoption and continuous improvement of solutions.

• Proactively gather feedback from business stakeholders to identify future opportunities and ensure solutions continue to align with strategy.

What We're Looking For:

• 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.

• 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.

• Hands-on experience with the Customer Success technology stack (automation, analytics, and intelligence platforms).

• Proficiency with Salesforce (Service Cloud, Experience Cloud), Slack Apps, Elevate, and Workato.

• Familiarity with analytics and reporting platforms (e.g., Looker, Tableau, or equivalent) to support insights and data-driven decisions.

• 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.

We'll be super impressed if you have experience in any of these:

• The following certifications: Scrum Master or PMP

• Workato, Jira, Ironclad, Lucid, Looker, Big Query

Work Hours: This position will require you to be available during core business hours

Work Location(s) & Travel Requirements:

This position is open to Hybrid And Remote Work Locations.

The preferred locations for this position are:

• San Francisco, CA

• New York, NY

• Denver, CO

Fastly currently embraces a largely hybrid model for most roles which allows employees flexibility to split their time between the office and home.

There is a strong preference for Hybrid near a local office. However, we may be willing to consider remote candidates within the US.

This position may require travel as required by your role or requested by your manager.

Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Salary:

The estimated salary range for this position is $119,880.00 to $ 159,840.00.

Starting salary may vary based on permissible, non-discriminatory factors such as experience, skills, qualifications, and location.

This role may be eligible to participate in Fastly's equity and discretionary bonus programs.

Benefits:

We care about you. Fastly works hard to create a positive environment for our employees, and we think your life outside of work is important too. We support our teams with great benefits that start on the first day of your employment with Fastly. Curious about our offerings?

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 are there to help support our employees. We also offer 401(k) (including company match) and an Employee Stock Purchase Program. For 2025, we offer 11 paid local holidays, 11 paid company wellness days.