Senior Customer Success Systems Analyst (Gainsight)

Recorded Future is seeking a Senior Customer Success Systems Analyst (Gainsight) to manage the day-to-day administration, optimization, and execution of our Gainsight platform. As a member of the Global Services organization, you will be responsible for ensuring Gainsight effectively supports our Customer Success and Technical Account Management teams while maintaining alignment with our broader Customer Success technology strategy, working closely with other members of the Systems team. 

This role is ideal for someone who combines deep Gainsight expertise with strong operational execution, project management, and stakeholder communication skills. You'll partner closely with business leaders, analysts, Salesforce administrators, and the Customer Success Systems Team Lead to continuously improve how Gainsight drives customer outcomes.

Please Note: This role requires working from the Recorded Future office in Boston, MA about 2 days per week

What You'll Do:

Platform Administration & Optimization

• Serve as an administrator of Gainsight, ensuring platform stability, scalability, and best practices.
• Configure, maintain, and optimize Gainsight objects, rules, reports, dashboards, journeys, success plans, and automations.
• Troubleshoot issues and resolve support tickets related to Gainsight functionality.

Health Score Management

• Help to manage the ongoing administration and evolution of Gainsight Health Scores, working closely with the Team Lead for direction and guidance. 
• Partner with business analysts and Customer Success leadership to monitor health score KPIs and effectiveness.
• Identify opportunities to improve scorecards, measures, weighting, and data inputs based on business outcomes.
• Execute enhancements and maintain documentation as the health score framework evolves.

Call to Action (CTA) Management

• Manage and optimize CTA design, playbooks, and workflows.
• Monitor CTA performance metrics and adoption.
• Partner with stakeholders to identify process improvements and implement enhancements that improve Customer Success execution.

Project Delivery & Continuous Improvement

• Lead and execute Gainsight enhancement projects from requirements through implementation.
• Translate business requirements into scalable platform solutions.
• Prioritize and manage multiple initiatives while maintaining high-quality execution.
• Maintain documentation, release planning, testing, and change management practices.

Cross-Functional Partnership

• 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.
• Communicate project status, risks, and recommendations effectively with technical and non-technical stakeholders.

What You'll Bring:

Required Qualifications

• 3+ years of hands-on Gainsight administration experience in a SaaS environment.
• Deep expertise across Gainsight administration, including:
• Rules Engine
• Scorecards and Health Scores
• CTAs and Playbooks
• Success Plans
• Journey Orchestrator
• Reporting and Dashboards
• Data Management
• Strong project management and execution skills with the ability to manage multiple initiatives simultaneously.
• Excellent written and verbal communication skills.
• Demonstrated ability to partner effectively with cross-functional stakeholders and translate business needs into scalable platform solutions.
• Experience managing support queues and platform enhancement requests.

Preferred Qualifications:

• 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:

• Ensure Gainsight remains a reliable, scalable platform that supports our Customer Success organization.
• Continuously improve Health Scores and CTAs based on measurable business outcomes and KPI analysis.
• Deliver platform enhancements efficiently while maintaining strong governance and documentation.
• Build trusted partnerships across Customer Success, Global Services, Analytics, RevOps, and Business Systems.
• Help evolve Recorded Future's Customer Success technology ecosystem through thoughtful execution and continuous improvement.

The base salary range for this full-time position is $109,500-$164,000. Our salary ranges are determined by role, level, and location. The salary displayed reflects the range for new hire salaries for the position across all US locations. Within the range, individual pay is determined by state, work location and additional factors, including job-related skills, experience, and relevant education or training. This position may be eligible for incentive compensation, equity, and medical, dental, vision, life insurance and 401K. Your recruiter can share more about the specific details of the compensation and benefit package during the hiring process.

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