Senior Customer Success Systems Analyst (Gainsight)

Segment (Twilio); Boston (MA); Hybrid; USD 109,500 - 164,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

401(k)

Job summary

Recorded Future is hiring a Senior Customer Success Systems Analyst (Gainsight) to oversee administration, optimization, and execution of our Gainsight platform. The role supports Customer Success and Technical Account Management, aligning with the CS technology strategy and collaborating with the Systems team.

Location: Recorded Future, Boston, MA – remote work required 2 days per week. Responsibilities include platform administration, health score management, CTA optimization, and leading

Qualifications

• 3+ years of Gainsight administration in a SaaS environment.
• Expertise across Gainsight features: Rules Engine, Scorecards & Health Scores, CTAs & Playbooks, Success Plans, Journey Orchestrator, Reporting & Dashboards, Data Management.
• Strong project management and execution skills; ability to manage multiple initiatives simultaneously.
• Excellent written and verbal communication; ability to partner with cross‑functional stakeholders.
• Experience managing support queues and platform enhancement requests.

Responsibilities

• Platform Administration & Optimization – Administer Gainsight objects, rules, reports, dashboards, journeys, success plans, and automations; troubleshoot issues.
• Health Score Management – Evolve Health Scores and monitor KPI effectiveness with stakeholders.
• CTA Management – Design, optimize, and monitor CTAs and playbooks to improve CS execution.
• Project Delivery – Lead Gainsight enhancements from requirements through implementation and release planning.
• Cross‑Functional Partnership – Collaborate with CS Systems, Operations, Sales, RevOps, Analytics to align with strategy.

Skills

Gainsight Admin

Rules Engine

Health Scores

CTAs & Playbooks

Reporting & Dashboards

Project Management

Cross-functional Collaboration

Communication

Education

Gainsight Level 3 Certification

Salesforce Admin

Tools

Salesforce

Gong

Outreach

Job description

Job Overview

Recorded Future is hiring a Senior Customer Success Systems Analyst (Gainsight) to manage the day‑to‑day administration, optimization, and execution of our Gainsight platform. The role supports Customer Success and Technical Account Management teams, aligns with the broader Customer Success technology strategy, and works closely with the Systems team.

Location: Recorded Future, Boston, MA – remote work required 2 days per week.

Responsibilities

• Platform Administration & Optimization – Serve as Gainsight administrator, 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.
• Health Score Management – Administer and evolve Gainsight Health Scores, partner with business analysts and leadership to monitor KPI effectiveness, identify improvement opportunities, and document the framework.
• CTA Management – Manage and optimize CTA design, playbooks, and workflows; monitor performance metrics; identify process improvements and implement enhancements to improve Customer Success execution.
• Project Delivery & Continuous Improvement – Lead Gainsight enhancement projects from requirements through implementation. Prioritize initiatives, translate business requirements into scalable platform solutions, manage change, testing, and release planning.
• Cross‑Functional Partnership – Collaborate with the Customer Success Systems Team Lead, Operations, Sales, RevOps, Business Systems, Analytics, and other stakeholders to ensure platform enhancements align with the technology strategy and communicate status, risks, and recommendations.

Qualifications

• 3+ years of Gainsight administration experience in a SaaS environment.
• Expertise across Gainsight features: Rules Engine, Scorecards & Health Scores, CTAs & Playbooks, Success Plans, Journey Orchestrator, Reporting & Dashboards, Data Management.
• Strong project management and execution skills; ability to manage multiple initiatives simultaneously.
• Excellent written and verbal communication; ability to partner with cross‑functional stakeholders and translate business needs into platform solutions.
• Experience managing support queues and platform enhancement requests.
• Preferred Qualifications – Gainsight Level 3 Certification or equivalent; Salesforce administration and CRM data model knowledge; integration experience with Customer Success and Revenue platforms such as Gong, Outreach, or similar; familiarity with SaaS customer lifecycle metrics and best practices.

Compensation & Benefits

Base salary range: $109,500–$164,000. Eligible for incentive compensation, equity, medical, dental, vision, life insurance, and 401(k).

Equal Opportunity Statement

Recorded Future is an equal opportunity and affirmative action employer and we encourage candidates from all backgrounds to apply. We do 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 does not discriminate based on compensation inquiries or disclosures. We maintain a drug‑free workplace.

If you need accommodation or special assistance to navigate our website or complete your application, please email [e-mail]. Recorded Future welcomes applicants from diverse backgrounds and experiences.