Strategic Customer Success Manager

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 Strategic Customer Success Manager is responsible for managing a portfolio of strategic customers by building deep relationships, driving value realization, and achieving renewal and expansion 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 complex organizational structures, negotiating at the C-suite level, and prioritizing tasks effectively. By leveraging cross-functional teams and internal resources, the Strategic 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 in-depth knowledge of customers' organizational landscapes to identify opportunities for value expansion.
• Builds and nurtures trusted relationships with C-suite executives and key stakeholders.
• Strategic Planning:
• Creates and executes strategic plans to deliver measurable value, ensuring customer success and achieving renewal and expansion targets.
• Conducts regular 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 with 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 strategic account management, customer success, or sales 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 25% to meet customer engagement and business objectives.

Benefits you’ll enjoy:

• Supportive teammates and co-workers who care deeply about our mission
• Flexible Paid Time Off 
• Home Office reimbursement stipend upon hire ($800)
• Multiple Health insurance options 
• 401k (with company match) 
• Equity Program Eligibility (based on role and/or tenure)
• Three months of paid maternity leave
• Company-paid Life Insurance
• Disability insurance

This role will ideally be located within a commutable distance of Indianapolis, Atlanta, Chicago OR Boston areas. On Target Earnings are up to $130,000. Compensation is determined by factors such as, but not limited to, experience, education, skills, and geographic location. You will also be eligible to earn commissions subject to commission plans and policies that may be in effect occasionally.

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].