Systems Analyst, Customer Success Systems

Summary

Design, configure, and maintain Customer Success systems—including Gainsight, Salesforce, and integrated tools—by developing scalable automations, workflows, and dashboards to enhance operational efficiency and user experience.

Benefits

Our workforce deserves fair and competitive pay that meets them where they are. With scalable benefits, rewards, and perks, our total rewards programs reflect our commitment to inclusivity and access for all.

• • Provided computer equipment tailored to your role
• • Stock grant opportunities dependent on your role, employment status and location
• • Additional perks and benefits based on your employment status and country
• • The flexibility of remote work, including WeWork access where available

Responsibilities

• • Collaborate with internal stakeholders to translate business needs into scalable Gainsight configurations, including automations, workflows, user roles, dashboards, and customer health frameworks.
• • Design, configure, and maintain no-code/low-code system workflows and automations, primarily within Gainsight Horizon Rules Engine, Journey Orchestrator, and Zapier to drive operational efficiency and reduce manual effort.
• • Support the administration and performance monitoring of Customer Success systems, including Gainsight, Salesforce, and other integrated tools such as Monday.com, Jira, Zendesk, and Slack-based workflows.
• • Serve as first-level internal support, managing requests and troubleshooting user issues via Jira, including access management, data discrepancies, workflow errors, and system bugs.
• • Proactively monitor integration and workflow health, identifying and resolving sync failures and automation errors between Gainsight, Salesforce, and connected tools (e.g., Slack, Jira, Zendesk).
• • Maintain user roles, access permissions, system settings, and configurations across Gainsight and other CS tools, ensuring consistent performance and secure operations.
• • Create and maintain process documentation, system configuration records, and standard operating procedures (SOPs) to support team knowledge sharing and scalability.
• • Support major system initiatives and contribute to broader projects; independently manage smaller enhancement projects with guidance from senior team members.
• • Partner with vendors such as Gainsight and other software providers to troubleshoot complex bugs, escalate platform issues, and implement system improvements.
• • Assist in evaluating, onboarding, and supporting new Customer Success technologies (e.g., conversation intelligence tools, email tracking systems, Slack inbox management platforms).

Qualifications

• • 2-5 years of experience in systems administration, business systems support, or Customer Success operations, with a strong foundation in no-code/low-code platforms.
• • Hands-on experience with Gainsight (or a similar CSP), including knowledge of Horizon Rules Engine, Data Designer, Journey Orchestrator, and C360 configurations.
• • Gainsight Level 1 certification is required; Level 2+ preferred.
• • Familiarity with Salesforce (SFDC) data structures and tools that integrate with SFDC; experience managing field mappings, sync errors, or cross-system workflows is a plus.
• • Working knowledge of Zapier, Monday.com, Jira, and Slack integrations; ability to configure or troubleshoot task automation and system handoffs.
• • Comfort with logic statements and condition-based logic as used in Gainsight rules and workflows (e.g., filters, joins, if/then logic, multi-step logic flows).
• • Strong problem-solving skills with a methodical approach to troubleshooting, root-cause analysis, and documentation of system issues and solutions.
• • Ability to communicate effectively with internal stakeholders of varying technical backgrounds—both synchronously (Slack huddles, meetings) and asynchronously through written documentation and updates in Jira or Slack.
• • High attention to detail and comfort executing system changes with precision in live environments.
• • A proactive learner who is curious about Customer Success tools and continuously seeks to optimize user experience and operational efficiency.

About Deel

Deel and our family of growing companies are made up of global teams dedicated to helping businesses hire anyone, anywhere, easily. The team comprises over three thousand self-driven individuals spanning over 100 countries, and our unified yet diverse culture keeps us continually learning and innovating the platform and products for customers. Companies should be able to hire the best talent anywhere in the world, so we are building the best platform to make that a reality. Our market-leading technology, expertise, and global team are crucial to the platform’s success. We deliver the best products and features in our space, enabling millions of jobs worldwide and connecting the global workforce with the best companies and opportunities.

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