Sr Business Analyst - Customer Success (Consumption & Risk Management)

Dynatrace; Detroit (MI); Remote; USD 90,000 - 120,000; Full time

Benefits offered by this job

Competitive compensation

Company-sponsored premium benefits

Medical and dental coverage

Vacation and holidays

Company matching 401(k) plan

Job summary

A leading software company is seeking a Senior Business Analyst to drive consumption and risk management processes. This role focuses on supporting Customer Success Managers and Engineers by developing operational plans, analyzing retention data, and ensuring policy standards. Candidates should have 6+ years of experience in relevant operations and a Bachelor's degree. Remote position available, with hybrid requirements for specific locations.

Qualifications

• 6+ years of experience in customer success operations or business operations in SaaS or technology sectors.
• Expertise in consumption management and risk analysis.
• Proficiency in strategic planning and operational reviews.

Responsibilities

• Lead development and execution of consumption and risk management processes.
• Analyze retention and churn data for identifying patterns.
• Prepare and deliver reporting and reviews for leadership.

Skills

Customer success operations

Business operations

Analytical skills

Communication skills

Collaboration skills

Education

Bachelor’s degree in Business, Operations, or Analytics

Tools

Salesforce

Certinia

Job description

Sr Business Analyst - Customer Success (Consumption & Risk Management)

Join Dynatrace as a Senior Business Analyst in Customer Success. This role focuses on driving consumption and risk management processes for Customer Success Managers (CSMs) and Customer Success Engineers (CSEs).

Position Overview

Lead the development and execution of Consumption and Risk Management processes, own capability areas to drive customer consumption, identify retention and churn risks, and support policy and process enforcement.

Key Responsibilities

• Identify consumption trends and develop processes to support CSMs and CSEs in driving customer adoption and usage.
• Analyze retention and churn data to identify patterns and trends, and create risk management processes.
• Clarify and secure approval for policies and processes related to consumption and risk management; enforce standards with leadership.
• Partner with relevant teams to automate and support end‑users through systems and tooling (Salesforce, Certinia, etc.). Gather requirements and oversee implementation, change management, and enablement.
• Develop and maintain an operating plan and roadmap for assigned consumption and risk management objectives, outlining initiatives and improvements.
• Conduct operational reviews reporting on completed actions, outcomes, and effectiveness.
• Work closely with the Dynatrace ONE Strategy team and Operations functions, as well as Product, Sales, and Engineering, to align and support customer success initiatives.
• Prepare and deliver reporting and reviews for leadership and regional management, providing actionable insights and recommendations.
• Drive ongoing process improvement and change management to support scalable growth and operational efficiency.

Location & Work Arrangement

This position is remote. Candidates within a 45‑mile radius of Boston, MA; Detroit, MI; Denver, CO; or Mountain View, CA must work hybrid (2 days per week) from the office. All candidates must work EST hours.

Required Qualifications

• Bachelor’s degree in Business, Operations, Analytics, or related field.
• 6+ years of experience in customer success operations, business operations, or related discipline within the SaaS or technology sector.

Preferred Qualifications

• Expertise in consumption management, risk analysis, and process/policy development for customer‑facing teams.
• Strong analytical and organizational skills with experience in strategic planning and operational reviews.
• Proficiency with Salesforce; Certinia experience is a bonus.
• Excellent communication and collaboration skills, with the ability to influence cross‑functional teams.
• Experience in policy creation, approval, and enforcement.
• Proven ability to manage multiple projects and priorities in a fast‑paced environment.

Why You’ll Love Being a Dynatracer

• One‑product software company creating real value for large enterprises and millions of customers worldwide.
• Working with the latest technologies and at the forefront of innovation.
• A team that encourages unconventional ideas and pushes boundaries.
• An environment that fosters innovation, creative collaboration, and growth.
• A globally unique career development program supporting your career goals.
• A diverse, international mindset with colleagues from many countries; English is the corporate language.
• A culture shaped by diverse personalities, expertise, and backgrounds.

Benefits

Competitive compensation, company‑sponsored premium benefits, medical, dental, vacation/holidays, company matching 401(k) plan, and more.

Equal Opportunity Employer

Dynatrace is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration without regard to protected characteristics. If you have a disability that makes it difficult to use this site, please contact [e-mail].