Senior Customer Success Systems Analyst (Gainsight)

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.
• Gainsight Level 3 Certification (or equivalent advanced certification).
• Deep expertise across Gainsight administration, including: Rules Engine, Scorecards and Health Scores, CTA 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
• 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.

Why Should You Join Recorded Future?

• Recorded Future employees (or “Futurists”) represent over 40 nationalities and embody our core values of having high standards, practicing inclusion, and acting ethically.
• We have a 4.6-star user rating on G2 and more than 50% of Fortune 100 companies as customers.
• We are committed to maintaining an environment that attracts and retains talent from a diverse range of experiences, backgrounds, and lifestyles.
• We are dedicated to empowering clients with intelligence to disrupt adversaries.
• We are committed to maintaining a drug-free workplace.