Senior Business Systems Analyst, Customer Success Support

Blackbaud Open · verified Oct 24, 2026

Remote United States Full-time Senior Customer Success

At a glance

Senior Customer Success role at Blackbaud. Remote, United States · full-time · $87,700–$114,200 base.

SalaryStated by Blackbaud

$87,700 – $114,200

Base salary for this role, in USD per year, as published in the posting.

RoleCustomer Success

SenioritySenior

LocationUnited States

WorkplaceRemote

EmploymentFull-time

Base pay$87,700–$114,200

PostedSep 22, 2026 · 4w ago

Role brief

remoteroles summary, based on the employer's posting.

What you'll do

Translate customer operations needs into documented processes, then support their rollout across customer success systems
Work out how customer health should be measured and configure health scores to reflect customer data
Compare technology approaches, recommend a path, and turn process changes into prioritized user stories
Coordinate with application teams on system changes, joining sprint reviews and keeping proposed workflows current
Use system metrics and data reviews to find performance improvements and track adherence

What you bring

At least five years designing Salesforce and customer success solutions
Hands-on Salesforce administration and configuration experience, plus a strong grasp of customer success technology
A solid understanding of process-definition methods and skill with Visio or comparable modeling tools

Who this fits

This senior analyst role suits someone who can connect customer success operations with system design and work closely with application teams. It is remote within the United States. Gong experience is preferred.

From the employer

About the role:

The Senior Business Systems Analyst supports the Leadership Team of Application Services and will focus on supporting the customer operations organization specifically focused on customer success by ensuring adoption, operational effectiveness, and renewals throughout the customer journey. The analyst will seek to ensure optimal usage of the tools which support the customer operation organization including Salesforce Service Cloud / Service Cloud Voice and other Ecosystems, Gong, and Certinia (formally FinancialForce). The Senior Analyst will work with a team of resources in collection of current policy and procedures, business requirements, discovery of operational efficiency improvements, workflow design, documentation, education and adherence monitoring work efforts.

What you'll do:

Partner with cross functional departments to learn business needs and how it may impact Gainsight and other core customer systems
Support business strategy development for the services teams and manage mapping, documenting, and implementing customer success processes
Help determine the most significant contributors to overall customer health and learn how to configure a customer health score to reflect your customer data
Prepares preliminary project documentation pertinent to the business objectives, summarizing the goals of the business process change and expected business benefit, which are then used as inputs to functional design
Analyze different technology solutions/approaches, which may include reviews of different market solutions and/or internal solutions; recommend best practice driven approach
Develop & prioritize user stories to drive system requirements, aligned with and enabling business process change; able to engage with application team in discussion to ensure technical design meets functional objectives
Participates in sprint planning, design reviews and sprint reviews to ensure that business processes are properly supported; responsible for updated proposed workflows
Works with application team to drive system configuration, development & enhancements
Drives fact based decision making utilizing metrics and system derived analytics
Performs Data review / audits, identify specific performance improvement opportunities (system performance, functional performance, user performance, etc)

What we'll want you to have:

5+ years professional experience in Salesforce and Customer Success solution design
Strong understanding and experience with Salesforce and Customer Success technology; Gong experience preferred
Experience with Salesforce Administration & Configuration
Strong understanding or experience with process definition methodologies
Highly proficient with Microsoft Visio and/or other modeling tools
Knowledge of data analysis to support proposed process definition, monitor adherence, and communicate performance results

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Blackbaud powers social impact through purpose‑driven technology and responsible AI. Guided by our Intelligence for Good® vision, we’re building a culture where innovation, trust, and human expertise come together to help organizations make a greater difference in the world.

Blackbaud is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.

The starting base pay is $87,700.00 to $114,200.00. Blackbaud may pay more or less based on employee qualifications, market value, Company finances, and other operational considerations.

Benefits Include: