Sr Business Systems Analyst

Strategic Guidance & Business Outcomes

Drive Strategy Serve as a strategic advisor to Customer Success leadership, recommending system enhancements and process improvements that align with overarching business goals. Demonstrate Value Track, measure, and report on the ROI of system implementations. Ensure tools like Gainsight and Staircase AI are directly contributing to critical CS metrics (e.g., NRR, GRR, health scores, and user adoption).

Build strong relationships with cross-functional partners in CS, Sales, Product, and IT. Facilitate requirements-gathering sessions and translate business needs into technical specifications.

Develop documentation, conduct training sessions, and foster user adoption of new system features and AI capabilities across the Customer Success organization.

Act as the primary technical owner for Gainsight and Staircase AI, overseeing daily administration, user management, configuration, and optimization.

Manage complex data integrations, API connections, and automation rules to ensure seamless data flow between our CRM, product databases, and CS platforms.

Lead end-to-end system implementations, upgrades, and feature rollouts using agile project management methodologies. Advanced proficiency in configuring, administrating, and architecting solutions in Gainsight.

Strong experience or familiarity with AI-driven CS tools like Staircase AI (or similar platforms).

Exceptional communication skills with proven experience managing expectations, influencing decisions, and presenting technical concepts to executive leadership.

Demonstrated ability to manage complex, multi-phase technical projects from inception to successful deployment.

Strong understanding of relational databases, SQL, and data visualization best practices. Experience writing and debugging scripts (e.g., Python) for API integrations and process automation is highly preferred.

• 5+ years of experience in Business Systems Analysis, Customer Success Operations, or Revenue Operations.
• Hands‑on experience administering Gainsight or a comparable Customer Success platform.
• Experience with Staircase AI or other AI-driven Customer Success platforms and automation tools.
• Experience managing SaaS business applications, system configurations, and cross-functional projects.
• Strong analytical, communication, and stakeholder management skills with the ability to translate business needs into technical solutions.
• Advanced expertise with Gainsight administration, architecture, or certification.
• Proficiency with SQL, APIs, Python (or similar scripting languages), and enterprise system integrations.
• Experience with Customer Success metrics, reporting, dashboards, and business intelligence tools (e.g., Tableau, Power BI).
• Experience supporting high-growth SaaS organizations and leading enterprise technology implementations using Agile methodologies

• A strategic mindset that looks beyond the "how" of system configuration to the "why" of business impact.
• A collaborative spirit and a passion for empowering Customer Success teams with cutting-edge technology.
• A proactive approach to problem-solving and an eagerness to explore new AI capabilities within the CS landscape.