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

The Manager of Strategic Accounts Team at Greenlight Guru provides leadership and oversight for an assigned group of Strategic Customer Success Managers, ensuring customer satisfaction, revenue growth, and long-term client partnerships. This role involves developing and nurturing executive-level relationships within strategic accounts to solidify Greenlight Guru’s position as a trusted advisor and drive both retention and expansion initiatives.

The Manager of Strategic Accounts is responsible for understanding clients’ business needs, driving growth strategies, and managing their team toward achieving defined revenue targets, including renewals and upsells. This leader will guide Customer Success Managers to create effective success plans, develop strategies for retention and growth, and deliver strategic value to customers.

Additionally, this role will focus on fostering the professional growth of the team through coaching, training, and certifications, ensuring the team is equipped to act as strategic advisors. The Manager will act as the primary escalation point for customers and work cross-functionally to align internal resources with client needs.

Key Responsibilities:

• Leadership and Strategy:
• Provides strategic leadership for the Strategic Customer Success team, including defining and executing the team's vision, strategy, and goals.
• Serves as the senior point of contact for escalated customer needs, ensuring resolutions align with Greenlight Guru’s customer-centric values.
• Revenue Growth and Retention:
• Drives customer retention and growth through upsells, cross-sells, and renewals.
• Supports the development of account strategies that align with customer needs and business objectives.
• Customer Engagement:
• Facilitates executive-level customer discussions to identify opportunities for value creation and ensures alignment with Greenlight Guru’s platform.
• Acts as a trusted advisor to key accounts, helping clients achieve their desired outcomes with Greenlight Guru’s products and services.
• Team Development:
• Recruits, trains, and mentors a high-performing team of Customer Success Managers.
• Fosters a culture of accountability and collaboration, with a focus on developing strategic advisory skills within the team.

• Operational Excellence:
• Develops and implements new processes and strategies to ensure an excellent value-based customer experience
• Oversees the regular cadence of account reviews, account plans, and forecasting.
• Works cross-functionally to align product, support, and implementation teams with account strategies.
• Monitors and reports on key metrics related to account performance and team effectiveness.

Qualifications:

• Experience:
• 5+ years of experience in account management, client success, or related fields, with a proven ability to manage and grow strategic customer relationships.
• Demonstrated experience in leading teams and achieving revenue targets.
• Leadership Skills:
• Proven ability to recruit, develop, and lead high-performing teams.
• Exceptional interpersonal and communication skills, with the ability to influence and collaborate across teams and levels.
• Customer Success Expertise:
• Strong understanding of account management best practices, including relationship management, negotiation, and strategic advisory skills.
• Ability to manage complex customer organizations and navigate cross-functional engagements.
• Results-Oriented:
• A track record of exceeding revenue and retention targets through effective leadership and customer-centric strategies.
• Education:
• Bachelor’s degree in business, management, or a related field.
• Travel Requirements:
• Willingness to travel up to 25% as needed for customer engagement and team support.

This role will be located within a commutable distance of Indianapolis, Atlanta, Chicago, New York OR Boston areas. On Target Earnings are up to $175,000. 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].