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Recruited by Greenlight Guru 1 year ago
Address Indianapolis, IN, United States
Team Lead, Customer Success
Company | Greenlight Guru |
Address | Indianapolis, IN, United States |
Employment type | FULL_TIME |
Salary | |
Category | Software Development |
Expires | 2023-06-13 |
Posted at | 1 year ago |
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 are part of JMI Equity, a growth equity firm focused on leading software companies.
About this role: The Customer Success team at Greenlight Guru continues to grow in size. Meanwhile, net new sales are at an all-time high. Because of this rapid growth and the influx of new hires, the need has arisen for more formal leadership structures within the Success team. Therefore, we have created the position of Team Lead, Customer Success . This position will require that the individual perform the role of a Customer Success Manager with his/her own book of business in addition to the following responsibilities.
Your contributions and responsibilities:
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].
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 are part of JMI Equity, a growth equity firm focused on leading software companies.
About this role: The Customer Success team at Greenlight Guru continues to grow in size. Meanwhile, net new sales are at an all-time high. Because of this rapid growth and the influx of new hires, the need has arisen for more formal leadership structures within the Success team. Therefore, we have created the position of Team Lead, Customer Success . This position will require that the individual perform the role of a Customer Success Manager with his/her own book of business in addition to the following responsibilities.
Your contributions and responsibilities:
- Communicate and reinforce company goals, helping to tie activities back to individual and team KPIs
- Collaborate with Enablement Manager to help refine and implement new hire training
- Monitor and reinforce adherence to process and the usage of critical systems (like Salesforce and the Customer Success platform)
- Proactively identify areas of opportunity within the team and propose/enact solutions
- Give management candid feedback about team morale, needs, and opportunities
- Assist management with forecasting renewals, churn, and upsell opportunities
- Conduct professional development training for existing team members
- Provide performance feedback to teammates and assist with the formal review process
- Motivate team members and lead by example, reinforcing the company’s core values of a culture of closing, true quality, innovation, and fanatical support
- Provide coaching and mentorship to teammates, including but not limited to support on live calls, role plays, call feedback sessions (via Gong), email scripting, and periodic 1:1s as needed
- Participate in interviewing and hiring new team members
- The achievement of team goals: Renewals and Expansion
- Systems, processes, and data hygiene are consistently maintained, and therefore team forecasting becomes more accurate, within 5% margin of error
- New hire ramp time decreases, defined as when CSMs or Gurus are taking the lead on their own customers.
- Success eNPS scores within OfficeVibe continue to remain at an average of 8.5 or higher
- 401k (with company match)
- Equity Program Eligibility (based on role and/or tenure)
- Home Office stipend upon hire
- Remote-first culture
- Three months paid maternity leave
- Supportive teammates and co-workers who care deeply about our mission
- Health insurance options including a 100% company paid plan (vision, medical, dental)
- Flexible Paid Time Off policy and working hours
- Disability insurance
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].
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