Director, Professional Services

Job description

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 OPPORTUNITY:

Our innovative SaaS platform is transforming how Medical Device companies design, manufacture, and support their products. As we expand our offerings, we’re seeking an entrepreneurial, customer-obsessed leader to continue building and scaling our onboarding and implementation function. This high-impact role reports to the Chief Customer Officer and will play a pivotal role in shaping both our customer experience and internal culture..

This leader will help define and build new processes and manage a team of high-performing onboarding and services professionals we call Medical Device Consultants (aka “Gurus”). These Medical Device Consultants are subject matter experts in medical device product development, quality management, clinical affairs, and regulatory compliance. They are responsible for onboarding new customers and delivering repeatable, scalable services that accelerate adoption and time-to-value.

KEY RESPONSIBILITIES:

People Leadership & Team Development

• Hire, lead, and retain a high-performing onboarding and services team of Medical Device Consultants.
• Develop team OKRs, bonus plans, and career development tracks.
• Conduct annual reviews, build new hire training programs, and mentor team members.

Service Delivery & Operational Excellence

• Streamline onboarding processes to accelerate time-to-value (TTV) and product adoption and improve renewals, expansion, and customer advocacy.
• Create/enhance project delivery methodology and ensure consistent product adoption and value attainment.
• Introduce new and relevant service offerings to enhance customer value and experience and help maintain Greenlight Guru’s competitive advantage.
• Maintain and report forecasted services demand and capacity. Ensure the team has sufficient capacity to meet anticipated demand through efficiency improvements, hiring, and partnerships.
• Partner with Operations to develop the reporting and instrumentation for the services business.

Cross-Functional Alignment & Stakeholder Management

• Partner with sales leadership to gain visibility on sales forecasts and directly participate in closing new deals and supporting key accounts.
• Serve as a liaison across Customer Success, Product, Finance, Marketing, and Operations to improve cross-functional processes and internal handoffs.
• Contribute subject matter expertise to help shape the product roadmap and inform the go-to-market (GTM) strategy.

Strategic Program Leadership

• Strong financial management skills, with experience running Professional Services as a P&L. Ability to track utilization rates, service margins, and optimize profitability through data-driven decision-making.
• Coordinate and participate in the creation of high-quality thought leadership and training content in the Greenlight Guru Academy, Help Desk, and other systems to effectively scale our services efforts.
• Leverage a modern SaaS tech stack (CRM, CS tools, project management platforms, etc.) and drive adherence to process and data discipline.

HOW SUCCESS WILL BE MEASURED

• Net Revenue Retention (NRR): Influenced by accelerated onboarding, expanded adoption, and strategic customer-facing services.
• Customer NPS and CSAT: Reflecting satisfaction with onboarding and ongoing service delivery.
• Resource Utilization: Optimizing the productivity and efficiency of the services team.
• Onboarding Timeliness: Percentage of customers achieving time-to-value in line with defined onboarding plans.

REQUIREMENTS:

• Experienced. 5+ years in a Professional Services leadership role with an exceptional track record at a B2B SaaS software company at the Senior Manager level or above. Responsibility for at least $1M in services revenue annually.
• Leader.  A strong recruiter and motivator of people in a remote-first organization. Ability to work in a high-velocity, high-activity environment focused on the morale, development, and enablement of team members.
• Professional Services Expertise. Deep experience in B2B SaaS, particularly with multi-segmented customer bases. Expertise in developing and optimizing client onboarding journeys tailored to different market segments. Focus on identifying key milestones and deliverables to accelerate value realization.
• Analytical Skill set.  Ability to drill through key metrics, identify patterns, opportunities and risks as well as key performance drivers.
• Business Acumen and Presence. Confident communicator and strategic partner in customer and internal conversations.  Outstanding communication skills with the ability to rapidly identify key points and summarize value positions. Motivated to learn about and stay informed of a complex and ever-changing industry and fosters a learning culture across the team.
• Process Orientation. A highly process-driven leader who can identify areas of inefficiency and design and implement a process to streamline and scale the activity.
• Regulation and Industry Software Knowledge. Experience with regulation-oriented or compliance-driven SaaS platforms (e.g., GRC, audit, quality, risk, or compliance systems) is strongly preferred. Experience with quality management systems (QMS), medical device-related technologies, life sciences or adjacent industries is preferred but not required
• Energy and Creativity.  The ideal candidate thinks creatively and energizes others with passion, quality and commitment.
• High Velocity / Dynamic Growth. Success in dynamic growth environments with rapid change and fluidity.  Experience building teams that thrive and scale to the next level.
• Team Player.  Delivers amazing results through cross team collaboration
• Performer.  Demonstrated track record of managing KPIs as a part of a P&L
• Tech-Savvy. Comfortable toggling between various SaaS tools including such applications as (or similar to) Zoom, Google suite, Gong, Slack, Monday.com, Gainsight, ChurnZero and/or Salesforce.
• Bachelor’s degree required.
• Travel  5-10% primarily for internal meetings

BENEFITS:

• 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 within a commutable distance of Indianapolis, Chicago, Boston OR Atlanta areas. The base salary range for this role is $130,000 - $170,000.  Actual base salary is determined by factors such as, but not limited to, experience, education, skills, and geographic location.  This role is eligible for variable compensation, subject to variable 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].