TL;DR

Sr. Business Analyst (Professional Services): Owning and evolving the Customer Success technology ecosystem, establishing standards, frameworks, and operating models for consistent, scalable delivery. Focus on implementing and continuously improving the Professional Services and Digital Success operating model through technology, ensuring scalability, adoption, and continuous improvement across teams.

Location: Remote (US)

Salary: $116,000–$174,000 a year

Company

%hirify_global% provides enterprise cloud applications designed for the restaurant industry.

What you will do

Own and evolve the Customer Success technology ecosystem to ensure consistent and scalable delivery.
Provide functional leadership across Professional Services, Digital Success, and technical teams by defining standards and best practices.
Establish and document standardized onboarding playbooks, journeys, and system patterns.
Lead the end-to-end implementation and ongoing evolution of the operating model through technology.
Engage with Professional Services and Digital Success teams to gather, analyze, and document requirements and feedback.
Act as the hands-on technology owner for PSA and Digital Success platforms, handling implementation, configuration, and administration.

Requirements

8-12 years of relevant experience as a Business Analyst or in a similar role.
Bachelor’s degree in Business, Information Technology, or a related field.
Strong understanding of technical capabilities and business processes in SaaS B2B environments.
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).
Experience with customer hubs (e.g., Gainsight, Totango, Catalyst) and CS/GTM tools (e.g., Gong, ChurnZero, Freshdesk).

Sr. Business Analyst, Professional Services & Digital Success