Customer Success Manager

5 days ago


Marquand, Missouri, United States Greenlight Guru Full time
About the Role

As a Customer Success Manager at Greenlight Guru, you will be responsible for owning the overall relationship with assigned customers and ensuring product adoption, improving/maintaining client health, and driving overall satisfaction.

Key Responsibilities
  • Manage customers through a consultative process designed to help customers achieve their goals, owning a book of business and driving adoption and maximizing client health, leading to retention and expansion.
  • Leverage domain and product knowledge to drive product adoption, manage risks, and look for opportunities to expand share of wallet.
  • Proactively forecast and communicate at-risk customers and define mitigation strategies for securing retention.
  • Develop long-term plans and prioritize customer requests to maintain a high degree of confidence and trust.
  • Coordinate and manage commitments across a team of Greenlight Guru resources, leveraging subject matter experts to support customer requests, providing updates and follow-ups to customers on outstanding issues, requests, and escalations.
  • Coordinate regular account reviews by gathering and presenting status of customer goals, issues, and roadmap requests, producing reports that include data supporting the value delivered through usage of the product.
  • Create advocates by ensuring that customers achieve program goals while maintaining strong relationships.
  • Develop creative solutions to support complex customer requirements.
  • Effectively multitask and manage multiple priorities simultaneously.
Qualifications and Skills
  • Bachelor's degree or equivalent experience.
  • 4-6 years of demonstrated success in a similarly structured Customer Success role in a technology organization.
  • Proven ability to proactively manage a book of business with up to 120 clients.
  • Exposure to the medical device industry or other parallel industries is desired.
  • Aptitude for technical knowledge and quickly learning CRM tools.
  • The ability to be flexible and provide a strong, poised presence among the team.
  • Outstanding communication skills with a variety of customers and levels of technical knowledge, including developing and delivering presentations, written communication, and engaging verbal communication to effectively establish and maintain credibility.
  • Strong creative, multi-tasking, problem-solving, and organizational skills.
  • The ability to successfully lead and collaborate cross-functionally with colleagues, including Finance, Engineering, Sales, and Professional Services.
What We Offer
  • Supportive teammates and coworkers who care deeply about our mission.
  • Flexible Paid Time Off policy and working hours.
  • Remote-first culture.
  • Home Office stipend upon hire.
  • Multiple Health insurance options (vision, medical, dental).
  • 401k (with company match).
  • Equity Program Eligibility (based on role and/or tenure).
  • Three months of paid maternity leave.
  • Disability insurance.


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