Senior Customer Success Systems Analyst (Gainsight)

TL;DR

Senior Customer Success Systems Analyst (Gainsight): Managing the administration, optimization, and execution of the Gainsight platform to support Customer Success and Technical Account Management teams with an accent on platform stability, health score evolution, and CTA optimization. Focus on translating business requirements into scalable platform solutions and enhancing data-driven customer outcomes.

Location: Hybrid in Boston, MA (Must be based in the US)

Salary: $109,500–$164,000

Company

hirify.global is the world’s most advanced intelligence company, specializing in cyber threat intelligence for over 1,900 global clients.

What you will do

• Administer and optimize the Gainsight platform to ensure stability, scalability, and adherence to best practices.
• Manage the evolution of Health Scores by monitoring KPIs and improving scorecards and data inputs.
• Optimize Call to Action (CTA) design, playbooks, and workflows to improve CS execution.
• Lead Gainsight enhancement projects from initial requirements gathering through to implementation.
• Collaborate with RevOps, SalesOps, and Business Systems to align the platform with long-term technology strategy.

Requirements

• 3+ years of hands-on Gainsight administration experience in a SaaS environment.
• Gainsight Level 3 Certification or equivalent advanced certification.
• Deep expertise in Rules Engine, Scorecards, CTAs, Success Plans, and Journey Orchestrator.
• Strong project management skills with the ability to manage multiple simultaneous initiatives.
• Must be based in the United States to support a hybrid role in Boston, MA.

Nice to have

• Experience administering Salesforce and understanding CRM data models.
• Experience integrating Gainsight with platforms like Gong, Outreach, or other Revenue technology.
• Familiarity with SaaS customer lifecycle metrics and CS best practices.

Culture & Benefits

• Comprehensive medical, dental, vision, and life insurance.
• Retirement savings plan via 401K.
• Diverse and inclusive environment with team members from over 40 nationalities.
• Opportunity to work at a high-standards company focused on disrupting adversaries.