Customer Success Manager - Quality Management

At Greenlight Guru, we help the world’s most innovative medical device companies bring high-quality, life-changing products to market faster. We serve 1000+ global customers with our quality management and clinical data capture software, helping them get their products on the market and keep them there. 

When you join the team at Greenlight Guru, you’ll be a part of a collaborative, mission-driven team working in one of the most exciting and rewarding industries on the planet. Backed by JMI Equity, one of the premier growth equity firms for SaaS companies, Greenlight Guru is growing—and looking for individuals who are difference makers. Is that you?

About the Role

We are seeking a highly skilled Customer Success Manager (CSM) with deep knowledge of quality management systems, regulatory requirements, and SaaS technology to help our medical device customers maximize the value of our electronic Quality Management System (eQMS) platform. In this role, you’ll combine your quality expertise, industry knowledge, and relationship management skills to ensure customer success, compliance readiness, and long-term retention.

Key Responsibilities

Customer Success & Relationship Management

• Develop a deep understanding of each customer’s quality processes, business goals, regulatory needs, and measures of success.
• Monitor customer health metrics, adoption, and usage patterns to identify account health risks and opportunities.
• Conduct regular business reviews, presenting insights and recommending strategies for increased efficiency and compliance.
• Serve as a customer advocate, communicating their needs and feedback to internal teams to ensure future products and updates align with regulatory demands.

Regulatory compliance and risk management

• Act as a subject matter expert on industry-specific regulations and compliance requirements.
• Advise customers on best practices related to their business goals to ensure optimal use of the Greenlight Guru product to aid in their compliance requirements.
• Proactively monitor customer usage and provide adoption strategies to mitigate risk

Technical Expertise & Support

• Serve as the Customer Success technical point of contact for assigned accounts, addressing product functionality and integration questions.
• Working knowledge of best practices for medical device QMS processes, including ISO 13485, FDA 21 CFR Part 11, and EU MDR requirements.
• Partner with Support and Product teams to troubleshoot, escalate, and resolve advanced technical issues.
• Provide product demonstrations and support for expansion and cross-sell opportunities.

Enablement & Training

• Develop training sessions for customer teams on system features, compliance workflows, and new product releases in partnership with Enablement
• Collaborate with Product Marketing to produce technical documentation, video tutorials, and knowledge base articles tailored for the medical device industry.

Qualifications

Required:

• 3+ years of experience in Customer Success, Technical Account Management, or other customer-facing role for a SaaS product.
• Background in quality management systems (QMS), regulatory affairs, or compliance within the medical device industry. Preference for experience with medical device technology OR the Quality Management space.
• Strong technical skills, including experience with system integrations, APIs, and data migration.
• Excellent communication, presentation, and relationship-building skills.
• Experience engaging industry-specific audiences, specifically roles in Quality Management, Product Development, Quality Assurance and C-level executives.
• Experience or familiarity with regulations such as: ISO 13485, ISO 14971, FDA 21 CFR Part 11, etc.

Preferred:

• Experience implementing eQMS platforms or similar regulated software systems.
• Knowledge of electronic signatures, audit trails, and document control best practices.
• Bachelor’s degree in Engineering, Life Sciences, or a related field.

Benefits you’ll enjoy:

• Flexible Paid Time Off policy and working hours
• Home Office stipend for new hires
• Multiple Medical Insurance options, plus Dental and Vision
• 401k (with company match) 
• Equity Program Eligibility (based on role and/or tenure)
• Paid Maternity and Paternity Leave
• Disability insurance

This role will ideally be located in the Indianapolis, Chicago, Boston OR Atlanta areas. Actual base salary is determined by factors such as, but not limited to, experience, education, skills, and geographic location. 

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].