Senior Enterprise Business Systems Analyst, Customer Success

Fastly helps people stay better connected with the things they love. Fastly’s edge cloud platform enables customers to create great digital experiences quickly, securely, and reliably by processing, serving, and securing our customers’ applications as close to their end-users as possible — at the edge of the Internet. The platform is designed to take advantage of the modern internet, to be programmable, and to support agile software development. Fastly’s customers include many of the world’s most prominent companies, including Vimeo, Pinterest, The New York Times, and GitHub.

We're building a more trustworthy Internet. Come join us.

Posting Open Date: 8/20/25

Anticipated Posting Close Date*: 10/20/25

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).

• Profic