Manager, Customer Success

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 achieve their desired outcomes when using our software. The team is responsible for the renewal and expansion of existing customer contracts, as well as all facets of the customer experience such as onboarding, periodic business reviews, the collection of product feedback, and reactive support. The
Manager of Customer Success will report to the Director of Customer Success and will directly manage a team of Customer Success Managers, or "CSMs."
Your contributions and responsibilities:

• Hire, train, motivate, and develop a team of Customer Success Managers.
• Accurately forecast churn, renewal, and expansion revenue by working closely with each CSM to document opportunities and drive deals forward.
• Assist CSMs on customer calls and coach them through the customer journey and playbook through real-practice, role plays, and the review of Gong recordings.
• Host regular 1:1s with direct reports. Perform quarterly performance assessments and annual reviews.
• Work cross functionally with Sales, Product, Marketing and Finance to ensure processes are maintained and changes are coordinated and well-informed.
• Help the Director of Customer Success identify areas of incremental revenue opportunity.
• Work alongside the Director of Customer Success to build quarterly budgets.
• Own and coordinate the new hire training curriculum.
• Partner closely and coordinate with our Medical Device Gurus, who serve as subject matter experts for our customers.
• Work with the Customer Success Operations group to build and refine processes for scale and an optimal customer experience.
• Ensure all relevant systems are leveraged and maintained and that processes are being followed by all CSMs.
• Identify areas of professional development and maintain a custom curriculum for the team's continuous advancement.
• Assist the Director of Customer Success in building and communicating individual OKRs based on team and company objectives
• Embody the company's core values of a true quality, innovation, and fanatical support
• 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:

• Achieving net revenue retention, renewal rate and expansion targets
• Customer Net Promoter Score (NPS)
• Customer Time to Value (TTV)
• eNPS of team

Your ideal qualifications:

• At least 2 years experience as a Customer Success Manager or Account Manager within a SaaS business
• 2 years direct management experience preferred.
• Proven track record of consistently attaining or exceeding a renewal and/or expansion quota
• A highly organized and a 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-saavy 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 $100,000 - $120,000. 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].