Director, Customer Success Systems

Company: Recorded Future
Location: Boston
Posted on: February 1, 2025

Job Description:

As a key member of our Customer Success Operations team, you'll play a critical role in optimizing processes, systems, and data to empower the Customer Success team to deliver exceptional client experiences. In this high-impact role, you'll lead the integration and enhancement of the team's tech stack while yourself, building and designing scalable workflows and aligning system capabilities with business goals. If you're a hands-on builder, project manager, and architect who thrives on working with cross-functional teams and leading impactful global operations, we want to hear from you!What You'll Do as The Director, Customer Success Systems:

• 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.What You Bring as The Director, Customer Success Systems:
• 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.
• 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.#LI-Remote
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Keywords: Recorded Future, Newton , Director, Customer Success Systems, Executive , Boston, Massachusetts