Remote IT Business Analyst & Customer Success Leader

Fearless; Baltimore (MD); On-site; USD 95,000 - 130,000; Full time

Job summary

Fearless is seeking a remote IT Business Analyst & Customer Success Manager to drive onboarding, adoption, and ongoing customer engagement for a federal data modernization initiative. You will translate feedback into platform improvements while collaborating with product, engineering, and client teams to ensure successful outcomes.

The role spans business analysis, product delivery, and customer success disciplines, enabling agile delivery and continuous improvement.

Qualifications

• Minimum of 4 years of experience in customer success, business analysis, stakeholder management, or related roles.
• Bachelor's degree in any field, or equivalent work experience.
• Ability to obtain and maintain Public Trust clearance.
• Experience onboarding users, gathering feedback and requirements, and supporting training and adoption initiatives.
• Proven ability to manage customer relationships and coordinate across technical and non-technical stakeholders.
• Experience with CRM platforms and customer lifecycle management tools.
• Strong communication skills with the ability to tailor messaging to diverse audiences and synthesize customer insights into actionable recommendations.
• Experience partnering with cross-functional delivery teams to translate customer needs into product, operational, and service improvements.
• Experience facilitating workshops, discovery sessions, or stakeholder meetings to gather requirements and drive customer success initiatives.

Responsibilities

• Lead customer lifecycle management activities from intake and onboarding through adoption, ongoing support, and customer success.
• Manage customer relationships and serve as the primary liaison between customer teams and platform engineering and delivery teams.
• Develop and maintain knowledge base articles, FAQs, quick-start guides, job aids, videos, and other training materials to support customer adoption.
• Deliver platform training covering governance, analytics workflows, platform tools, and data best practices tailored to customer needs.
• Conduct surveys, interviews, and feedback sessions to gather customer insights and feed recommendations into intake and product planning.
• Design and maintain dashboards and KPI reporting to track adoption, utilization, satisfaction, training impact, intake cycle times, and operational outcomes.
• Coordinate support activities and change management initiatives to improve customer adoption and platform engagement.
• Facilitate workshops and user feedback sessions to understand customer needs and drive continuous improvement of the customer experience.
• Manage customer interactions, communications, and engagement activities through the organization’s CRM and customer lifecycle management processes.
• Identify opportunities to improve customer onboarding workflows, service delivery processes, and the overall customer experience.
• Analyze customer adoption, utilization, and satisfaction metrics to identify trends and recommend improvements.

Skills

Customer success

Business analysis

Stakeholder management

Agile methods

Education

Bachelor's degree

Tools

CRM platforms

Job description

Fearless is seeking a remote IT Business Analyst & Customer Success Manager to drive onboarding, adoption, and ongoing customer engagement for a federal data modernization initiative. You will translate feedback into platform improvements while collaborating with product, engineering, and client teams to ensure successful outcomes.

The role spans business analysis, product delivery, and customer success disciplines, enabling agile delivery and continuous improvement.