--- title: 'Senior Customer Success Systems Analyst (Gainsight) at Recorded Future' canonical: 'https://feeny.ai/job/senior-customer-success-systems-analyst-gainsight-recorded-future-boston-gezrqk0nhcmc' type: 'job' last_seen: '2026-09-11' --- # Senior Customer Success Systems Analyst (Gainsight) at Recorded Future - **Company:** Recorded Future - **Location:** Boston, MA - **Posted:** 2026-07-13 - **Last confirmed live:** 2026-09-11 - **Apply:** https://job-boards.greenhouse.io/recordedfuture/jobs/8580874002 ## Job description 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: - 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. #LI-Hybrid 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. Our dedication to empowering clients with intelligence to disrupt adversaries has earned us a 4.6-star user rating on G2 and more than 50% of Fortune 100 companies as customers. Want more info? [Blog & Podcast](https://www.recordedfuture.com/blog/): Learn everything you want to know (and maybe some things you’d rather not know) about the world of cyber threat intelligence [Linkedin](https://www.linkedin.com/company/recorded-future/), [Instagram](https://www.instagram.com/recordedfuture/) & [Twitter](https://twitter.com/RecordedFuture): What’s happening at Recorded Future [The Record](https://therecord.media/): The Record is a cybersecurity news publication that explores the untold stories in this rapidly changing field [Timeline](https://www.recordedfuture.com/our-story): History of Recorded Future [Recognition](https://www.recordedfuture.com/why-recorded-future#industry--culture-awards): Check out our awards and announcements 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. If you need any accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to our recruiting team at careers@recordedfuture.com 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. Note: Our interview process for all final-round candidates requires a mandatory in-person interview or a live, scheduled video conference with the hiring manager. We do not conduct interviews via instant messaging or text. All communications during the application process will come from individuals within our HR department via their Recorded Future email address. Notice to Agency and Search Firm Representatives: Recorded Future will not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to Recorded Future, including those sent to our employees or through our website, will become the property of Recorded Future. Recorded Future will not be liable for any fees related to unsolicited resumes. Agencies must have a valid written agreement in place with Recorded Future's recruitment team and must receive written authorization before submitting resumes. Submissions made without such agreements and authorization will not be accepted and no fees will be paid. ## About Recorded Future ## Company Overview - **One-liner**: Recorded Future is the world’s largest threat intelligence provider, delivering real-time, AI-driven intelligence to help organizations identify, prioritize, and neutralize cyber, supply-chain, physical, and fraud threats. - **Entity Type**: Private (subsidiary of Mastercard International Incorporated, acquired for $2.65B in December 2024) - **Headquarters**: Somerville, Massachusetts, United States (offices also in Boston, Washington D.C., Gothenburg, London, Singapore, Tokyo, and Dubai) - **Founded**: 2009 - **Founders**: Christopher Ahlberg, Staffan Truvé ## Core Business - **Primary industry**: Cybersecurity / Cyber Threat Intelligence - **Target customers**: B2B, enterprise, government agencies, critical infrastructure operators, financial institutions - **Mission**: “Recorded Future secures the world by empowering businesses, governments, and other organizations to stay one step ahead of today’s relentless threat actors.” ## Products & Services - **Intelligence Platform**: A comprehensive cloud platform that ingests data from 1M+ sources (technical, open, dark web) and applies AI and pattern-matching algorithms to deliver real-time threat intelligence. - **Recorded Future AI**: The world’s first AI designed specifically for threat intelligence, providing automatic, real-time assessments of an organization’s threat landscape. - **Insikt Group**: A dedicated research team of analysts who provide expert insights and tailored intelligence. - **Intelligence Modules**: Specialized modules for Cyber Threat Intelligence, Attack Surface Intelligence, Third-Party Intelligence, Payment Fraud Intelligence, and more. - **The Record by Recorded Future**: A news site covering the cybersecurity landscape. - **Recorded Future Express**: A free browser extension that provides real-time risk scores and context on IPs, domains, and other indicators. ## Market Standing - **Valuation / Acquisition Price**: Acquired by Mastercard for $2.65B in December 2024 - **Key Metric**: Annual revenue of $250.0M (as of latest available data); total funding of $859.7M across 9 rounds prior to acquisition - **Notable Investors / Partners**: Google Ventures, In-Q-Tel, Insight Partners, Mastercard; serves over 1,900 clients including 47 sovereign governments, 370+ Forbes Global 2000 companies, and 45+ Fortune 100 - **Growth Signals**: 842 employees (+10.7% YoY); named a Leader in the 2026 Gartner Magic Quadrant for Cyber Threat Intelligence; recognized as a Leader in Forrester Wave and Frost & Sullivan Frost Radar ## Competitive Advantages - **Largest independent threat intelligence provider** with unmatched source coverage (1M+ sources) - **AI-native platform** with sophisticated pattern-matching and machine learning for predictive intelligence - **Deep roots in military and intelligence** communities, ensuring unbiased, high-integrity sourcing - **Trusted by governments and critical infrastructure** worldwide, including a memorandum with Ukraine’s Ministry of Digital Transformation - **Integrated into Mastercard’s network**, reinforcing its ability to protect global financial systems ## Strategic Focus - **AI-driven threat intelligence**: Continued investment in Recorded Future AI to automate threat assessment - **Expansion within Mastercard**: Leveraging the acquisition to safeguard financial networks and extend intelligence to other global enterprises - **Critical infrastructure protection**: Partnerships with governments and key industries to defend against evolving threats - **New modules and capabilities**: Ongoing development of attack surface, third-party, and fraud intelligence modules ## Why Work Here - **Mission-driven culture**: “Secure our world” – employees are passionate about protecting organizations from cyber threats - **Learning & development**: Futurist Academy offers onboarding, skill-building, and leadership programs - **Inclusive environment**: 42+ nationalities represented; six employee networks (Black, Asian, Latino/Hispanic, LGBTQ+, female, veterans); community volunteering and charitable donations - **Benefits**: Competitive compensation, retirement plans, health benefits, paid life/income protection, generous PTO, parental leave, wellness programs, hybrid work and flexible schedules - **Recognition**: 15 workplace excellence awards in the last 4 years - **Global presence**: Offices in seven cities across North America, Europe, Asia, and the Middle East ## Sources 1. [recordedfuture.com](https://www.recordedfuture.com/) 2. [recordedfuture.com/work-with-us](https://www.recordedfuture.com/work-with-us) 3. [recordedfuture.com/our-story](https://www.recordedfuture.com/our-story) 4. 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