Customer Success Manager

**WE ARE ONLY OPEN TO HIRING IN GREATER INDIANAPOLIS, CHICAGO, ATLANTA OR BOSTON AREAS**

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 have been part of JMI Equity, a growth equity firm focused on leading software companies

Summary:

The Customer Success Manager is responsible for managing a portfolio of customers by building impactful relationships, driving value realization, and achieving retention goals. This role emphasizes consultative engagement to understand the customer's organizational landscape, deliver tailored strategies, and ensure the effective adoption of Greenlight Guru's solutions to meet their business objectives.

The ideal candidate will be a trusted advisor, capable of navigating strategic conversations, aligning customer priorities to outcome-based playbooks, and prioritizing tasks effectively. By leveraging cross-functional teams and internal resources, the Customer Success Manager will ensure customer satisfaction, secure long-term partnerships, and drive additional revenue through account growth.

Key Responsibilities:

• Customer Relationship Management:
• Develops and maintains relationships through the customers' organizational landscape to ensure a strong understanding of their business goals and priorities. 
• Builds and nurtures strong relationships with customer leaders and key stakeholders; continuously engaging new stakeholders and identifying new champions.
• Value Driven Engagements:
• Leads customer conversations to uncover customer priorities, goals, and metrics to deliver measurable value, ensuring customer success and achieving retention targets.
• Conducts annual executive business reviews to assess customer satisfaction, prioritize requests, and provide proactive updates on value delivered, progress, and escalations.
• Problem Solving and Escalation Management:
• Anticipates and communicates at-risk customers, implementing action plans to address potential challenges.
• Acts as a central point of contact for customer escalations, collaborating with cross-functional teams to resolve issues effectively.
• Cross-Functional Collaboration:
• Works with internal SMEs, including Accounting, Sales, and Product teams, to fulfill customer needs and support account growth.
• Facilitates alignment between customer requests and product development roadmaps.
• Performance Tracking and Reporting:
• Provides results-oriented follow-ups and proactive updates on customer issues, escalations, and outcomes.
• Tracks and communicates account health metrics and customer progress toward strategic goals.

Skills and Requirements:

• Education and Experience:
• Bachelor’s degree in a relevant field.
• 5+ years of proven success in a customer success or account management role, preferably within a technology organization.
• Technical Aptitude:
• Familiarity with CRM systems and spreadsheets; experience with quality management systems, or medical device-related technologies is preferred.
• Skills and Competencies:
• Outstanding communication skills, including the ability to craft and deliver engaging presentations, written reports, and verbal updates to diverse audiences.
• Strong problem-solving, organizational, and multitasking abilities.
• Fanatical commitment to customer service, data security, and business quality.
• Ability to thrive in a fast-paced, dynamic environment with rapidly shifting priorities.
• Collaboration and Influence:
• Demonstrated ability to lead and collaborate cross-functionally, navigating organizational complexity to drive outcomes.
• Expertise in negotiating and closing complex deals at the executive level.
• Travel Commitment:
• Willingness to travel up to 10% for internal meetings and training.

Benefits you’ll enjoy: