Remote IT Business Analyst & Customer Success Lead

Fearless Solutions; Baltimore (MD); On-site; USD 90,000 - 130,000; Full time

Job summary

Fearless Solutions is seeking an IT Business Analyst & Customer Success Manager (Consultant, Business & Product Delivery) for a fully remote role. You will lead onboarding, ongoing adoption, and customer success across a federal data modernization initiative, translating feedback into platform improvements.

You will collaborate with cross-functional teams, facilitate agile ceremonies, and deliver user-centered solutions while ensuring alignment with client goals and product strategy.

Qualifications

• Bachelor's degree or equivalent work experience.
• 4+ years in customer success, business analysis, or stakeholder management.
• Ability to obtain Public Trust clearance.
• Experience onboarding users, gathering feedback and training adoption.
• Proven ability to coordinate with cross-technical and non-technical teams.
• Experience with CRM platforms and lifecycle management tools.
• Excellent written and oral communication, translating insights into actions.
• Experience partnering with delivery teams to drive product and service improvements.

Responsibilities

• Lead customer lifecycle activities from onboarding through adoption and success.
• Manage customer relationships between customer teams and platform engineering/delivery teams.
• Develop knowledge base articles, FAQs, and training materials.
• Deliver platform training on governance, analytics workflows, tools, and best practices.
• Gather customer insights via surveys/interviews and feed into planning.
• Design dashboards and KPI reporting to track adoption and outcomes.
• Coordinate support activities and change management to improve adoption.
• Facilitate workshops and feedback sessions to understand needs.

Skills

Analytical thinking

Synthetic thinking

Adaptability

Ownership & Accountability

Consultative Advising

Communication with Influence

Environmental Awareness

CRM platforms

Customer lifecycle

Education

Bachelor's degree

Tools

CRM platforms

Lifecycle management tools

Job description

Fearless Solutions is seeking an IT Business Analyst & Customer Success Manager (Consultant, Business & Product Delivery) for a fully remote role. You will lead onboarding, ongoing adoption, and customer success across a federal data modernization initiative, translating feedback into platform improvements.

You will collaborate with cross-functional teams, facilitate agile ceremonies, and deliver user-centered solutions while ensuring alignment with client goals and product strategy.