Senior Sales & Customer Success Systems Lead

Sales Business/Systems Analyst

• Team:
  Sales Operations
• Location:
  
  US-MA-Natick
• Salary Range: $105,900 - $164,100

We are seeking a strategic and technically adept Senior Business Systems Analyst to join our Sales Business Systems team. In this role, you will serve as a critical liaison between our Sales, Customer Success, and IT teams, driving the evolution of our Sales and Customer Success technology stack. Your primary focus will be on requirements analysis, business process design, and stakeholder engagement to deliver scalable, data-driven solutions that enhance customer lifecycle management and operational efficiency.

You will lead cross-functional initiatives to optimize and integrate systems supporting Sales and Customer Success, translating complex business needs into actionable technical requirements. This role requires a strong understanding of Salesforce and Customer Success platforms, excellent communication and analytical skills, and a passion for driving change through technology.

• Lead the end-to-end process of gathering, analyzing, and documenting business requirements for enhancements to CRM and Customer Success systems.
• Design and optimize scalable business processes that support the customer lifecycle—from lead generation through onboarding, adoption, retention, and expansion.
• Conduct gap analyses between current system functionality and business needs, recommending solutions that balance usability, scalability, and maintainability.
• Translate business requirements into functional specifications, user stories, and process flows to guide development and configuration efforts.
• Partner with stakeholders to prioritize initiatives, manage project timelines, and ensure alignment across cross-functional teams.
• Monitor system performance, user feedback, and adoption metrics to identify opportunities for continuous improvement.
• Drive change management and user adoption by developing training materials, conducting workshops, and providing ongoing support to end users.

• A bachelor's degree and 6 years of professional work experience (or a master's degree and 3 years of professional work experience, or equivalent experience) is required.
• Visa sponsorship will not be provided for this position.
• Candidates for this position must be authorized to work in the United States on a full-time basis for any employer without restriction.

• 4+ years of experience working with Salesforce to support complex workflows for global selling teams and/or customer success functions.
• Experience with Customer Success platforms such as Certinia CS Cloud, Gainsight, or similar tools.
• Demonstrated success in leading cross-functional projects from requirements gathering through implementation, testing, and user adoption.
• Strong understanding of business process design, gap analysis, and solution evaluation within a CRM or Customer Success context.
• Excellent verbal and written communication skills, with the ability to translate complex technical concepts into clear business language.
• Strong stakeholder management and facilitation skills; ability to influence and align diverse teams around shared goals.
• Experience with change management, user training, and driving adoption of new systems or processes.
• High attention to detail, organizational skills, and a proactive approach to problem-solving and innovation.

• Familiarity with Agentforce or agentic AI capabilities within the Salesforce ecosystem.
• Analytical mindset with experience in data analysis, reporting, and performance monitoring to drive continuous improvement.
• Familiarity with Agile Methodologies and project management tools such as Jira.