Fastly-posted 4 months ago
$119,880 - $159,840/Yr
Full-time • Senior
San Francisco, CA

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.

  • 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.
  • 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.
  • The following certifications: Scrum Master or PMP
  • Workato, Jira, Ironclad, Lucid, Looker, Big Query
  • Comprehensive benefits package including medical, dental, and vision insurance.
  • Family planning, mental health support along with Employee Assistance Program.
  • Insurance (Life, Disability, and Accident).
  • Flexible Vacation policy and up to 18 days of accrued paid sick leave.
  • 401(k) (including company match) and an Employee Stock Purchase Program.
  • 11 paid local holidays, 11 paid company wellness days.
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