The Sr. Business Analyst, Professional Services and Digital Success owns and evolves the Customer Success technology ecosystem, establishing standards, frameworks, and operating models that enable consistent, scalable delivery across Professional Services and Digital Success. This role leads complex, cross-functional initiatives and ensures solutions remain effective as business needs grow and change.
How you'll add value:
- Deep understanding of Customer Success, from internal processes to the customer journey through the lens of the customer experience
- Fluency in engagement models - high-touch vs low/tech-touch, pooled CSM models, “white glove” vs self-serve programs
- Provides functional leadership across Professional Services, Digital Success, and technical teams by defining and documenting standards, best practices, and repeatable approaches that guide how solutions are designed and implemented to ensure consistency and scalability across teams
- Establishes and documents “we want better onboarding” into standardized onboarding playbooks, journeys, and system patterns that are reused across teams to ensure consistent customer experiences at scale
- Owns the end-to-end implementation and ongoing evolution of the Professional Services, onboarding, and Digital Success operating model through technology, ensuring scalability, adoption, and continuous improvement across teams
- Maintains sustained ownership of complex, multi-team initiatives, ensuring solutions continue to meet evolving business needs and are adopted consistently over time
- Engage directly with the Professional Services and Digital Success teams to gather, analyze, and document requirements and feedback
- Partner closely with the Digital Success PM, gathering requirements and operationalize project templates, playbooks, customer-facing layouts, journeys, and other technical components
- Maintain and prioritize a backlog of enhancements, integrations, templates, and new builds based on impact and effort
- Design and implement AI‑enabled capabilities (e.g., intelligent automation, recommendations, summarization, and decision support) as part of our broader Enterprise Cloud solutions strategy
- Acts as the hands-on technology owner for PSA and Digital Success platforms, responsible for implementation, configuration, administration, and long-term system health
- Support object and field administration, including security and access for users and customers
- Familiarity with CRM integrations and other integrations to create a cohesive techstack
- Other duties as assigned
What you'll need to be successful in this role:
- 8-12 years of relevant experience, including proven experience as a Business Analyst or in a similar role with demonstrated growth and proficiency
- Bachelor’s degree in Business, Information Technology, or a related field
- Strong understanding of technical capabilities and business processes in SaaS B2B environments
- Experience incorporating AI (e.g., LLMs, machine learning, or intelligent automation) into solutions you have designed and built or deep technical acumen with a strong propensity to quickly learn and apply modern AI capabilities to real‑world business problems
- Demonstrable experience with Professional Services, Customer Success, and Digital Success functions and tools
- Experience with PSA or project/work management tools (e.g., Rocketlane, Kantata, Certinia, Smartsheet, Asana, Monday, etc.)
- Experience with customer hubs (Gainsight, Totango, Catalyst, EverAfter, in-product guides, etc.)
- Technical experience with CS/GTM tools such as Gong, Gainsight, ChurnZero, Freshdesk, Certinia, Intacct, etc.
- Motivated, high-potential performer with demonstrated ability to influence and lead diverse teams and stakeholders
- Self-directed with the ability to solve complex problems and successfully manage ambiguity and unexpected change
- Excellent communication and interpersonal skills, with the ability to work directly with stakeholders in collaborative initiatives
- Exceptional analytical and problem-solving skills
