Strategic Customer Success Manager

Are you ready to make a difference At Greenlight Guru our leading SaaS platform helps some of the worlds most innovative medical device companies bring higher quality lifechanging products to market faster. Our cloudbased technology serves 1000 global customers with a platform that powers endtoend product lifecycle excellence from idea to commercialization to postmarket surveillance.

Headquartered in Indianapolis IN we are a remotefirst company on a mission to improve the quality of life. Having raised over $120M from toptier 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 customers organizational landscape deliver tailored strategies and ensure the effective adoption of Greenlight Gurus solutions to meet their business objectives.

The ideal candidate will be a trusted advisor capable of navigating complex organizational structures negotiating at the Csuite level and prioritizing tasks effectively. By leveraging crossfunctional teams and internal resources the Strategic Customer Success Manager will ensure customer satisfaction secure longterm partnerships and drive additional revenue through account growth.

Key Responsibilities:

• Customer Relationship Management:
• Develops and maintains indepth knowledge of customers organizational landscapes to identify opportunities for value expansion.
• Builds and nurtures trusted relationships with Csuite 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.
• ProblemSolving and Escalation Management:
• Anticipates and communicates with atrisk customers implementing action plans to address potential challenges.
• Acts as a central point of contact for customer escalations collaborating with crossfunctional teams to resolve issues effectively.
• CrossFunctional 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 resultsoriented followups 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:
• Bachelors 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 devicerelated 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 problemsolving organizational and multitasking abilities.
• Fanatical commitment to customer service data security and business quality.
• Ability to thrive in a fastpaced dynamic environment with rapidly shifting priorities.
• Collaboration and Influence:
• Demonstrated ability to lead and collaborate crossfunctionally 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 youll enjoy:

• Supportive teammates and coworkers 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
• Companypaid 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 $130000. 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