Customer Success Business Analyst

Company

Mako is a leading fintech firm, building software to bring top wealth managers and their clients into the cloud. Our SaaS platform allows firms to onboard new clients, interact with their existing clients and simplify costly back-office procedures with smart automation and great user experience. As we continue our rapid client growth, we’re now seeking a dynamic professional to engage with our clients and play a crucial role in uncovering and documenting technical requirements.

About this position

Reporting to the VP, Customer Success, the Customer Success Business Analyst will provide business expertise and analysis during the change request process, identifying the solution and time required for completion. In this role, the Customer Success Business Analyst will use their business experience to provide mid to high-level context to the Customer Success and Post-Launch Engineering teams. The Customer Success Business Analyst will also utilize their direct work experience to build relationships with the client so that the requirements definition cycle is shortened, and issues are identified or understood as quickly as possible. Some of your main responsibilities will include:

• Serve as a primary point of contact for clients during the discovery and change request drafting process
• Facilitate discovery sessions to understand business goals, pain points, and desired outcomes
• Translate client needs into structured, detailed business requirements
• Draft, refine, and finalize Statements of Work for change requests, ensuring clarity, accuracy, and feasibility
• Collaborate with product, engineering, and Post-Launch Engineering teams to validate requirements, estimate effort, and confirm technical viability
• Maintain consistency in documentation standards, templates, and approval workflows
• Ensure SOWs reflect realistic timelines, dependencies, and assumptions
• Partner with Customer Success Managers to understand account context and strategic priorities
• Work with internal stakeholders to assess impact, risks, and resource needs for proposed changes
• Communicate requirements and scope clearly to internal teams to support successful project delivery
• Other tasks as required 

About you

• You possess a Bachelor’s degree with a specialization in Business, Finance, Engineering, Math or Sciences
• 3+ years of experience in the wealth management or banking industry is required
• 3+ years of experience in business analysis, customer success or technical support
• Experience with JIRA is an asset
• Experience in identifying and assessing key business processes
• Business Analyst designation – would be an asset
• Knowledgeable on business process modelling, process mapping
• Strong written and verbal communication skills
• Advanced facilitation and presentation skills
• Ability to work independently while being in a team environment
• Strong analytical and problem-solving skills
• Creative thinking with the  capacity to manage priorities and problem-solve
• Ability to quickly learn organizational structure, business strategies and processes
• Highly organized with strong time management skills, ability to handle multiple concurrent activities, and to work successfully under pressure
• Advanced ability to resolve minor conflicts/issues using different tactics prior to escalation

Location

• Remote but with a preference for candidates living in Toronto or Montreal

Why work for us

• Gold-plated health and wellness benefits, unlimited vacation policy. 
• High-end Mac or PC laptop
• $1000 budget to outfit your home office
• Equity in a fast-growing company
• Amazing team of intelligent, passionate and friendly individuals who continuously push each other to do better.
• You get to join a fast-growing fintech company and participate in its long-term success