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: Greenlight Guru is looking for an experienced Customer Success Manager to ensure customers achieve their desired outcomes when using our software. The Customer Success team is responsible for the renewal and expansion of existing customer accounts and training and onboarding, periodic business reviews, the collection of product feedback, and reactive support. The Customer Success Manager will report to the Manager of Customer Success and is dedicated to a set of customers that comprise a book of business. You will be responsible for working hand in hand with sales to ensure a smooth transition from the sales process to the customer journey. You will also partner with our Medical Device Gurus, who serve as subject matter experts. At Greenlight Guru, we are looking for a candidate with a quota-carrying Customer Success background, preferably in the SaaS industry. Someone who is highly motivated with a "team player" attitude will be successful in this role.
Your contributions and responsibilities:

• Host welcome calls with new customers to establish key milestones, set expectations, and uncover the customers' desired outcomes.
• Work internally with sales to ensure a smooth handoff from the sales process to the customer journey.
• Coordinate customer training sessions to ensure the customer quickly sees the first value.
• Host periodic calls and quarterly business reviews (QBRs) to examine customer progress toward milestones, identify risk factors, and suggest areas of optimization and improvement
• Partner closely and coordinate with our Medical Device Gurus, who serve as subject matter experts for our customers.
• Record customer feedback and product need and serve as an internal product advocate for the book of business.
• Consistently update customer health and notes in relevant systems.
• Identify and close opportunities for expansion and upsell and maintain a pipeline with an accurate forecast to grow the revenue from the existing book of business.
• Accurately manage and forecast churn, renewals, and upsells
• Manage the renewal and upsell contracting process
• Embody the company's core values of true quality, innovation, and fanatical support
• Adhere to process and the usage of critical systems, like Salesforce and Gainsight
• Work closely with Sales, Product, Marketing, and Finance to ensure an ideal customer experience.
• 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:

• Renewal rate across book of business
• Expansion quota attainment across book of business

Your ideal qualifications:

• At least 2 years experience as a Customer Success Manager or Account Manager within a SaaS business
• Proven track record of consistently attaining or exceeding a renewal and/or expansion quota
• A highly organized and tenacious record-keeper who logs and maintains customer notes in relevant systems
• Great team player who can work well within the team and collaborate cross-functionally, especially in a remote environment
• Excellent writer and speaker who can communicate efficiently and effectively with customers and colleagues over Zoom video conference, in email, and eventually, in person
• A thought leader that is motivated to learn about and stay informed of a complex and ever-changing industry
• Ability to wear multiple hats and gracefully juggle varying customer needs and responsibilities
• Tech-savvy and comfortable toggling between various SaaS tools
• Proficient user of Zoom, Google suite, Slack, Gainsight, and/or Salesforce a plus
• Bachelor's degree or equivalent required.

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.
The base salary range for this role is $70,000 - $75,000. 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.
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].