Team Lead, 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 at Greenlight Guru continues to grow in size. Meanwhile, net new sales are at an all-time high. Because of this rapid growth and the influx of new hires, the need has arisen for more formal leadership structures within the Success team. Therefore, we have created the position of Team Lead, Customer Success. This position will require that the individual perform the role of a Customer Success Manager with his/her own book of business in addition to the following responsibilities.
Your contributions and responsibilities:

• Provide coaching and mentorship to teammates, including but not limited to support on live calls, role plays, call feedback sessions (via Gong), email scripting, and periodic 1:1s as needed
• Communicate and reinforce company goals, helping to tie activities back to individual and team KPIs
• Provide performance feedback to teammates and assist with the formal review process
• Participate in interviewing and hiring new team members
• Collaborate with Enablement Manager to help refine and implement new hire training
• Conduct professional development training for existing team members
• Assist management with forecasting renewals, churn, and upsell opportunities
• Motivate team members and lead by example, reinforcing the company's core values of a culture of closing, true quality, innovation, and fanatical support
• Monitor and reinforce adherence to process and the usage of critical systems (like Salesforce and the Customer Success platform)
• Proactively identify areas of opportunity within the team and propose/enact solutions
• Give management candid feedback about team morale, needs, and opportunities

Your success will be measured by:

• The achievement of team goals: Renewals and Expansion
• Success eNPS scores within OfficeVibe continue to remain at an average of 8.5 or higher
• Systems, processes, and data hygiene are consistently maintained, and therefore team forecasting becomes more accurate, within 5% margin of error
• New hire ramp time decreases, defined as when CSMs or Gurus are taking the lead on their own customers.

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].