Director, Customer Success Systems

Summary

Join Recorded Future's Customer Success Operations team as Director, Customer Success Systems! You will optimize processes, systems, and data to enhance client experiences. This impactful role involves leading tech stack integration and enhancement, building scalable workflows, and aligning systems with business goals. You will manage a growing team, drive system adoption, and collaborate with cross-functional teams. The ideal candidate possesses expertise in GainSight, Jira, and Zendesk, strong project management skills, and experience leading system design and implementation. Recorded Future offers a dynamic work environment with a diverse team and a commitment to inclusion.

Requirements

• Proven expertise in administering and designing Gainsight (Level 3 admin certification required) and integrating tools like Jira and Zendesk
• Demonstrated success leading system design and implementing scalable workflows in alignment with evolving business needs
• Strong project management skills, including sprint-based delivery and prioritization of competing initiatives
• Experience managing and guiding teams, with a collaborative approach to partnering with cross-functional stakeholders
• Expertise in defining, tracking, and analyzing KPIs to inform business decisions

Responsibilities

• Serve as the Product Owner for GainSight - owning the design and optimization of the Customer Success’ team’s core CRM
• Own the integration of GainSight data into other core systems of the team (and vice versa): Project management tools (JIRA), and customer support ( Zendesk) to streamline workflows and elevate client satisfaction
• Lead large-scale system design and implementation, including aligning Jira workflows with new business models like credit-based services
• Collaborate with teams like RevOps, Product, Strategy, and Business Intelligence to ensure system capabilities align with strategic goals
• Ensure GainSight and other core systems align to the tracking of key performance indicators (KPIs) such as, product adoption, client health, and retention
• Manage a small, growing team, providing leadership and guidance to deliver complex system designs and integrations
• Drive adoption of Customer Success’ systems and workflows across global teams, incorporating feedback and iterating to improve performance

Preferred Qualifications

• Familiarity with programming languages like Python or SQL for advanced customization and problem-solving
• A solutions-oriented mindset with a hands-on approach to building and executing impactful systems