Sr. Customer Success Manager

Job Description

Job Description

Are you ready to make a difference? At Greenlight Guru, our leading SaaS platform helps some of the world's most innovative medical device companies bring higher quality, life-changing products to market faster.

Our cloud-based technology serves 1000+ global customers with a platform that powers end-to-end product lifecycle excellence from idea to commercialization to postmarket surveillance.

Headquartered in Indianapolis, IN, we are a remote-first company on a mission to improve the quality of life. Having raised over $120M from top-tier investors, we are rapidly scaling with a driven and relentless commitment to helping our customers succeed.

Since 2021, we are part of JMI Equity, a growth equity firm focused on leading software companies.

Your Role :

As a Customer Success Manager, you own the overall relationship with assigned customers and are responsible for ensuring product adoption, improving / maintaining client health, and driving overall satisfaction.

You will be responsible for working with customers to maximize the use of Greenlight Guru's solutions and establish a trusted advisor relationship by working to deliver value of its products and services.

Greenlight Guru is looking for a self-motivated, flexible and technology-oriented Customer Success Manager to join our team.

The ideal candidate will have experience in uncovering and identifying customer needs, driving client adoption, delivering value, and managing relationships.

Responsibilities :

Manages customers through consultative process designed to help customers achieve their goals. Owns book of business and overall responsibility driving adoption and maximizing client health, leading to retention and expansion.

Creatively investigates customer's organizational landscape and builds relationships which will lead to expanding Greenlight Guru's footprint and drive additional revenue.

• Leverages domain and product knowledge to drive product adoption, manage risks and look for opportunities to expand share of wallet.
• Proactively forecasts and communicates at-risk customers and defines mitigation strategies for securing retention.
• Develops long-term plans and prioritizes customer requests to maintain a high degree of confidence and trust.
• Coordinates and manages commitments across a team of Greenlight Guru resources leveraging subject matter experts to support customer requests.

Provides updates and follow ups to customers on outstanding issues, requests and escalations.

• Coordinates regular account reviews by gathering and presenting status of customer goals, issues and roadmap requests. Produces reports that include data supporting the value delivered through usage of the product.
• Creates advocates by ensuring that customers achieve program goals while maintaining strong relationships.
• Develops creative solutions to support complex customer requirements.
• Effectively multitasks and manages multiple priorities simultaneously

Qualifications / Skills Desired and Preferred :

• Bachelors degree or equivalent experience
• 4 - 6 years of demonstrated success in a similarly structured Customer Success role in a technology organization.
• Exposure to the medical device industry or other parallel industries is desired.
• Aptitude for technical knowledge and quickly learning CRM tools.
• The ability to be flexible and provide a strong, poised presence among the team.
• Outstanding communication skills with a variety of customers and levels of technical knowledge, including developing and delivering presentations, written communication and engaging verbal communication to effectively establish & maintain credibility.
• Strong creative, multi-tasking, problem solving and organizational skills
• The ability to successfully lead and collaborate cross-functionally with colleagues including Finance, Engineering, Sales, and Professional Services.

Benefits you'll enjoy :

• Supportive teammates and co-workers who care deeply about our mission
• Flexible Paid Time Off policy and working hours
• Remote-first culture
• Home Office stipend upon hire
• Multiple Health insurance options (vision, medical, dental)
• 401k (with company match)
• Equity Program Eligibility (based on role and / or tenure)
• Three months of paid maternity leave
• Disability insurance

This role can be located within the United States or Canada. The base salary range for this role is $75,000 - $90,000, though actual base salary is determined by factors such as, but not limited to, experience, education, skills, and geographic location.

Certain roles may be eligible for incentive compensation and equity.

From the beginning, our goal has been to build a company with 'soul' and create a special place to work for people who want a sense of purpose in what they do.

With employees across North America and Europe. We offer careers in engineering, product, sales, marketing, customer success, talent, finance, operations, and more.

We look for people with 'alligator blood' a.k.a team members who are resilient, push forward, and never give up, and who want to win with purpose.

Consistently recognized as a Best Place to Work, our culture is centered around our core values of innovation, fanatical support, true quality, and a culture of closing, while fostering a high-performing, diverse and inclusive, fun environment.

At Greenlight Guru, we believe that the fundamental importance of Diversity, Equity, Inclusion, and Belonging (DEIB) is critical to our strength as a company.

We are committed to fostering a culture of collaboration, open communication, and empathy. We will work to provide a safe and inclusive environment where employees of all races or ethnicities, genders, sexual orientations, ability statuses, religions, age, or any other identity they hold are valued, respected, and celebrated.

Greenlight Guru's mission is to improve the quality of life and we believe that that begins with the lives of our employees and their families.

Through committing to DEIB, we affirm to our company and customers that our unique perspectives and experiences make us a stronger company and community - that we all belong here.

Greenlight Guru is an Equal Opportunity Employer. Individuals seeking employment at Greenlight Guru are considered regardless of race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation.

If you need assistance or accommodations to submit your application for this position, please email careers@greenlight.guru.