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.
About this role: The Customer Success team within Greenlight Guru exists to ensure customers are able to achieve their desired outcomes by using our software, resulting in renewal and potentially expansion revenue. The Guru Services team is responsible for all facets of the customer experience, including services and consulting, product roadmap prioritization and product testing, and reactive qualitative and technical support. A Medical Device Guru is a specialized role within the Success team intended to bring industry expertise to the customer experience so that users of our software feel confident achieving their desired outcomes.
Your contributions and responsibilities:

• Provide guidance and advisory services to customers who purchase professional services with their software subscription.
• Assist Customer Success Managers (CSMs) with strategic calls and customer milestone reviews as needed to examine customer progress toward the desired outcomes, evaluate/meet needs, identify risk factors, and suggest areas of optimization and improvement.
• Assist the Product team with roadmap prioritization, feature scoping, and product feedback as an industry subject matter expert.
• Serve as a key thought leader for the business, producing marketing collateral such as articles/blogs, podcasts, webinars, recorded trainings, and more.
• Record customer feedback in Productboard and relevant customer success software, and serve as an internal advocate for customer requests.
• Help identify high risk customers and expansion opportunities based on regular interactions with users. Assist the CSMs to accurately manage and forecast churn, renewals, and upsells.
• Respond promptly and effectively to inbound customer questions in Zendesk and via email.
• Lead and contribute to internal projects for improving customer resources, streamlining internal processes, and enhancing existing service offerings.
• Embody the company's core values of a culture of closing, true quality, innovation, and fanatical support
• Adhere to process and the usage of critical systems (like Salesforce and the Customer Success platform, Gainsight)
• Help bridge the gap between Customer Success and other teams by serving as a liaison with Sales, Product, Marketing, and Finance to streamline processes between each.
• Be an agent of customer surprise and delight, going the extra mile to ensure true quality and fanatical support.

Your success will be measured by:

• Achieve net revenue retention of 101%+ and an annual churn rate of 16% or less by the end of 2023

• Increase customer NPS for the book of business (goals will change based on establishing a benchmark)
• Identify customer expansion opportunities to improve customer outcomes and increase adoption of the software platform
• Maintain a high usage health score for Services packages of the assigned customer book of business

Your ideal qualifications:

• 3+ years working in the medical device industry, preferably with a role of Product Development Engineer, Quality Engineer, or similar.

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
• Health insurance options including a 100% company paid plan (vision, medical, dental)
• 401k (with company match)
• Equity Program Eligibility (based on role and/or tenure)
• Three months paid maternity leave
• Disability insurance

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 200+ 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 culture of closing, while fostering a high performing, diverse and inclusive, fun environment.
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 [email protected].