Fastly
Senior Enterprise Business Systems Analyst, Customer Success
Fastly, San Francisco, California, United States, 94199
Senior Enterprise Business Systems Analyst, Customer Success
Senior Enterprise Business Systems Analyst, Customer Success
role at
Fastly
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
Overview 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 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
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.
Define reporting and dashboard requirements that help leaders track progress against business goals.
Ensure consistency and integrity of data across Customer Success systems.
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.
5 to 8+ years of Salesforce experience (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) 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.
Preferred Experience
Certifications such as Scrum Master or PMP
Experience with Workato, Jira, Ironclad, Lucid, Looker, BigQuery
Work Hours This position will require you to be available during core business hours.
Work Location & Travel This position is open to Hybrid and Remote work locations. The preferred locations are San Francisco, CA; New York, NY; Denver, CO. Fastly supports a largely hybrid model and may consider remote candidates within the US. Travel may be required as needed.
Salary The estimated salary range for this position is $119,880.00 to $159,840.00. Starting salary may vary based on experience, skills, qualifications, and location. This role may be eligible to participate in Fastly’s equity and discretionary bonus programs.
Benefits We offer a comprehensive benefits package including medical, dental, and vision insurance; family planning, mental health support, Employee Assistance Program, Life/Disability/Accident insurance; flexible vacation; up to 18 days of accrued paid sick leave; 401(k) with company match; and Employee Stock Purchase Program. We also offer 11 paid local holidays and 11 paid wellness days in 2025.
Why Fastly?
We have a huge impact and support a growing number of open source projects and initiatives.
We love distributed teams and offer in-person new hire orientation in our San Francisco office.
We value diversity and inclusion.
We are passionate and recognize the diverse backgrounds of our employees.
We’re always looking for humble, sharp, and creative folks to join the Fastly team. A fully completed application and resume or CV are required when applying. Fastly is committed to equal employment opportunity and providing a safe, welcoming work environment free of discrimination and harassment. We consider qualified applicants without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, parental status, physical or mental disability, political affiliation, protected veteran status, race, religion, sex, or any other characteristic protected by law. Fastly provides reasonable accommodations for applicants with disabilities upon request.
Privacy notice: Fastly collects and processes personal data submitted by job applicants in accordance with our Privacy Policy.
#J-18808-Ljbffr
role at
Fastly
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
Overview 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 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
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.
Define reporting and dashboard requirements that help leaders track progress against business goals.
Ensure consistency and integrity of data across Customer Success systems.
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.
5 to 8+ years of Salesforce experience (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) 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.
Preferred Experience
Certifications such as Scrum Master or PMP
Experience with Workato, Jira, Ironclad, Lucid, Looker, BigQuery
Work Hours This position will require you to be available during core business hours.
Work Location & Travel This position is open to Hybrid and Remote work locations. The preferred locations are San Francisco, CA; New York, NY; Denver, CO. Fastly supports a largely hybrid model and may consider remote candidates within the US. Travel may be required as needed.
Salary The estimated salary range for this position is $119,880.00 to $159,840.00. Starting salary may vary based on experience, skills, qualifications, and location. This role may be eligible to participate in Fastly’s equity and discretionary bonus programs.
Benefits We offer a comprehensive benefits package including medical, dental, and vision insurance; family planning, mental health support, Employee Assistance Program, Life/Disability/Accident insurance; flexible vacation; up to 18 days of accrued paid sick leave; 401(k) with company match; and Employee Stock Purchase Program. We also offer 11 paid local holidays and 11 paid wellness days in 2025.
Why Fastly?
We have a huge impact and support a growing number of open source projects and initiatives.
We love distributed teams and offer in-person new hire orientation in our San Francisco office.
We value diversity and inclusion.
We are passionate and recognize the diverse backgrounds of our employees.
We’re always looking for humble, sharp, and creative folks to join the Fastly team. A fully completed application and resume or CV are required when applying. Fastly is committed to equal employment opportunity and providing a safe, welcoming work environment free of discrimination and harassment. We consider qualified applicants without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, parental status, physical or mental disability, political affiliation, protected veteran status, race, religion, sex, or any other characteristic protected by law. Fastly provides reasonable accommodations for applicants with disabilities upon request.
Privacy notice: Fastly collects and processes personal data submitted by job applicants in accordance with our Privacy Policy.
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