Recorded Future

Senior Customer Success Systems Analyst (Gainsight)

Boston, MA · Senior · Full-time

Sponsorship not specified$110k-$164kDetected 5 days ago

CybersecurityProject ManagementStakeholder ManagementSalesforceCRMSalesAccount ManagementCustomer SuccessLeadershipCommunication

About the role

With 1,000+ intelligence professionals serving over 1,900 clients worldwide, Recorded Future is the world's most advanced, and largest, intelligence company!
This role is ideal for someone who combines deep Gainsight expertise with strong operational execution, project management, and stakeholder communication skills.
The base salary range for this full-time position is $109,500-$164,000.

Configure, maintain, and optimize Gainsight objects, rules, reports, dashboards, journeys, success plans, and automations.
Troubleshoot issues and resolve support tickets related to Gainsight functionality.
Manage and optimize CTA design, playbooks, and workflows.
Partner with stakeholders to identify process improvements and implement enhancements that improve Customer Success execution.
Prioritize and manage multiple initiatives while maintaining high-quality execution.
Maintain documentation, release planning, testing, and change management practices.
Lead and execute Gainsight enhancement projects from requirements through implementation.
Partner closely with the Customer Success Systems Team Lead to ensure platform enhancements align with overall solution architecture and long-term technology strategy.
Collaborate with Customer Success Operations, Technical Account Management, Sales Operations, RevOps, Business Systems, and Analytics teams.
Strong project management and execution skills with the ability to manage multiple initiatives simultaneously.

3+ years of hands-on Gainsight administration experience in a SaaS environment.
Deep expertise across Gainsight administration, including:
Agencies must have a valid written agreement in place with Recorded Future's recruitment team and must receive written authorization before submitting resumes.

Gainsight Level 3 Certification (or equivalent advanced certification) is strongly preferred
Experience administering Salesforce and understanding CRM data models.
Experience integrating Gainsight with Customer Success and Revenue technology platforms such as Gong, Outreach, or similar solutions.
Experience working within a broader Customer Success technology ecosystem.
Familiarity with SaaS customer lifecycle metrics and Customer Success best practices.
Success in This Role
In your first year, you will:
Help evolve Recorded Future's Customer Success technology ecosystem through thoughtful execution and continuous improvement.

Scorecards and Health Scores
Continuously improve Health Scores and CTAs based on measurable business outcomes and KPI analysis.
Help to manage the ongoing administration and evolution of Gainsight Health Scores, working closely with the
Partner with business analysts and Customer Success leadership to monitor health score KPIs and effectiveness.
Execute enhancements and maintain documentation as the health score framework evolves.

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We are committed to maintaining an environment that attracts and retains talent from a diverse range of experiences, backgrounds and lifestyles.
By ensuring all feel included and respected for being unique and bringing their whole selves to work, Recorded Future is made a better place every day.
If you need any accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to our recruiting team at careers@recordedfuture.com
Recorded Future is an equal opportunity and affirmative action employer and we encourage candidates from all backgrounds to apply.
Recorded Future does not discriminate based on race, religion, color, national origin, gender including pregnancy, sexual orientation, gender identity, age, marital status, veteran status, disability or any other characteristic protected by law.
Recorded Future will not discharge, discipline or in any other manner discriminate against any employee or applicant for employment because such employee or applicant has inquired about, discussed, or disclosed the compensation of the employee or applicant or another employee or applicant.
Recorded Future does not administer a lie detector test as a condition of employment or continued employment.
This is in compliance with the law of the Commonwealth of Massachusetts, and in alignment with our hiring practices across all jurisdictions.
Recorded Future maintains a drug-free workplace.

This listing is sourced directly from Recorded Future's careers page and normalized into a canonical job model.