Senior Customer Success Systems Analyst (Gainsight) Boston, MA

Recorded Future; Boston (MA); On-site; USD 109,500 - 164,000; Full time

Benefits offered by this job

Health insurance

Equity

Medical insurance

Dental insurance

Vision insurance

Life insurance

401(k)

Job summary

Recorded Future is seeking a Senior Customer Success Systems Analyst (Gainsight) to manage day‑to‑day Gainsight administration and optimization, aligning with our Customer Success technology strategy.

You will partner with business leaders, Salesforce admins, and the Customer Success Systems Team Lead to continuously improve how Gainsight drives customer outcomes. Office presence in Boston is required about 2 days/week.

Qualifications

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

Responsibilities

• Serve as Gainsight administrator ensuring platform stability and best practices.
• Configure and optimize Gainsight objects, rules, reports, dashboards, journeys, success plans, and automations.
• Manage Health Score framework and related KPIs with stakeholder input.
• Design, monitor, and optimize CTAs and Playbooks; track adoption and performance.
• Lead Gainsight enhancement projects from requirements to implementation; ensure governance and documentation.
• Collaborate with Success, Analytics, RevOps, Sales Ops, and other teams; report status to stakeholders.

Skills

Gainsight administration

Health Scores

CTAs & Playbooks

Journey Orchestrator

Reporting & Dashboards

Data Management

Project management

Stakeholder communication

Cross-functional collaboration

Troubleshooting

Education

Gainsight Level 3 Certification

Tools

Salesforce

Job description

Senior Customer Success Systems Analyst (Gainsight)

With 1,000+ intelligence professionals serving over 1,900 clients worldwide, Recorded Future is the world’s most advanced, and largest, intelligence company!

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:
• 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 401(k). Your recruiter can share more about the specific details of the compensation and benefit package during the hiring process.

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.

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.