Director, Customer Success Systems

With 1,000 intelligence professionals, over $300M in sales, and serving over 1,800 clients worldwide, Recorded Future is the world’s most advanced, and largest, intelligence company!

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.

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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 4.8-star user rating from Gartner and more than 45 of the Fortune 100 companies as clients.

Want more info? 
Blog & Podcast: Learn everything you want to know (and maybe some things you’d rather not know) about the world of cyber threat intelligence
Instagram & Twitter: What’s happening at Recorded Future
The Record: The Record is a cybersecurity news publication that explores the untold stories in this rapidly changing field
Timeline: History of Recorded Future
Recognition: 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, gende