Senior Gainsight Administrator & Platform Optimizer

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

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