The Customer Success AI Business Analyst Role

Step into a pivotal position as an AI Business Analyst within our Customer Success Intelligence and Agentic Ops team. Your experience in data analysis, prompt engineering and workflow design will directly contribute to strategic initiatives that enhance our customers' experience, drive product adoption and ensure customer retention. This role offers an exciting opportunity to work at the cross roads of data, AI and operations as an integral part of our CS Agentic Ops vision and journey.

What makes this role interesting?

As a Customer Success (CS) AI Business Analyst you'll enjoy:

• Turning data into impact: Use your analytical skills to uncover trends and insights that improve decision-making and enhance performance across the Customer Success Organization.
• Collaboration at its best: Partner with teams across the business to solve challenges and deliver on shared goals by designing and documenting AI agentic workflows or tools that intelligently automate tasks or assist humans to perform tasks more effectively.
• Innovating processes: Be the one who identifies opportunities for automation and efficiency, ensuring we work smarter, not harder.
• Leading with AI and Automation: Boost Customer Success productivity and effectiveness by developing re-usable AI prompts or no-code/low-code automations that support business needs customer success management at-scale.

If you're looking for a role where your contributions fuel innovation and drive real impact, this is the opportunity for you.

Here's how you'll be making an impact:

• Build analytics artifacts (Qlik applications, dashboards and KPIs) and generate intelligence from data to support customer engagement, adoption and retention strategies.
• Author detailed user stories, functional requirements, and process specifications for AI-driven and agentic workflows (e.g. autonomous account monitoring, escalation routing, renewal risk alerts, and CSM task automation).
• Translate business needs into structured requirements that engineering, AI/ML, and product teams can execute against with confidence.
• Map current-state CS processes and design future-state agentic workflows, clearly documenting triggers, decision logic, handoff points, and human-in-the-loop controls.
• Expand the Customer Success AI prompt library by developing, refining or optimizing reusable inputs for generative AI models.
• Identify areas for improvement in existing processes and creating related no-code/low-code automation workflows to achieve scalability and predictability of outputs.

Your work will have a tangible effect on how we support our customers, achieve revenue goals, and continuously improve the way we operate.

We're looking for a teammate with:

• A background that sets you up for success: A bachelor's degree (or equivalent experience) in Business, Information Management or Data Science.
• Proven experience: 2+ years in data analysis preferably in a SaaS, B2B technology or Customer Success environment.
• Technical Proficiency: Proficiency with Qlik Sense or similar tools (SQL, Tableau, PowerBI), plus advanced Excel skills. Basic understanding of Python, APIs or LLM architecture.
• Systems Analysis Foundations: Working knowledge of business/systems analysis and design. Experience creating related documentation including requirements specifications, entity relationship diagrams, process maps or data flow diagrams.
• AI/Automation experience: Experience with AI prompt engineering or no-code/low-code automations to improve outputs from existing processes.
• Outcome-focused: Demonstrated ability to drive innovative change and achieve positive business outcomes through data analysis, systems analysis and process design.
• Communication skills that shine: The ability to clearly present insights to both technical and non-technical stakeholders.

The location for this role is:

Boston, MA or King of Prussia, PA

Hybrid: #LI-Hybrid

If you're detail-oriented, motivated by problem-solving, and excited about transforming data into actionable insights, we'd love to have you on the team.

Salary and Benefits: The anticipated base salary range for this role is $85,000 USD to $100,000 USD per year. Final compensation offered by Qlik will be based on factors such as the candidate's location, job-related skills, education, experience, and other business and organizational needs.

This position is eligible for comprehensive benefits, including - but not limited to - medical, dental, and vision coverage life and AD&D, short and long-term disability coverage, paid time off, paid parental / maternity leave, participation in a 401(k) program that includes company match, and many other additional voluntary benefits.

Application Window: The application window is 60 days, but applicants are encouraged to apply as soon as possible. The posting will be removed before the application window closes if the position is filled.