Director, Professional Services

Summary

Join Greenlight Guru, a leading SaaS platform for medical device companies, as an Onboarding and Implementation Leader. This high-impact role, reporting to the Chief Customer Officer, involves building and scaling the onboarding and implementation function. You will define new processes, manage a team of Medical Device Consultants, and shape customer experience and internal culture. Responsibilities include streamlining onboarding, creating project delivery methodologies, introducing new service offerings, and managing service demand and capacity. You will also partner with various departments, contribute to product roadmap and go-to-market strategy, and manage the services P&L. Success will be measured by Net Revenue Retention, Customer NPS and CSAT, Resource Utilization, and Onboarding Timeliness. This is a remote-first position with a preference for candidates within commuting distance of Indianapolis, Chicago, Boston, or Atlanta.

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
• 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

Responsibilities

• 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
• 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
• 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
• 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

Preferred Qualifications

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

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