Greenlight Guru is the #1 provider of modern cloud-based QMS & EDC solutions for the MedTech industry, helping companies bring life-changing products to market faster, more efficiently, and with less risk.

The Challenge

“To level up our customer success, we needed a system flexible enough to adapt.”

When Melissa Sarver joined Greenlight Guru as customer success leader in late 2024, she inherited CS systems and workflows that had scaled during a strong growth cycle.

“You can get away with a lot when the market is good,” says Melissa. “But, when the market changes, customers become more critical about how they spend their money. We needed to level up our customer success program, and this required a system flexible enough to adapt.”

In the team’s existing customer success platform, data had become unclear and inconsistent, with limited visibility. Even small changes took too long. The platform technically worked, but it wasn’t governed or improved.

The Process

Fix up, or start over? Why Greenlight Guru chose ChurnZero.

Melissa’s team initially discussed cleaning up their existing CSP. However, they needed to rethink and test how they served customers, measured success, and prioritized work across a growing customer base. This couldn’t be done with a system that needed a third party to manage updates.

“We knew this was going to be an evolution,” Melissa says. “We needed to make changes constantly. Relying on someone outside the team would slow us down, so we made the switch to ChurnZero as our platform.”

Solving for visibility and scale.

For Greenlight Guru, product usage is the strongest indicator of long-term customer value and retention. 

“Customers who use the product meaningfully are going to renew 90% of the time,” Melissa says. “That’s our opportunity to scale how we engage, as long as we know where to focus.”

The priority was visibility into usage. Greenlight Guru has three products, all of which needed to be reflected in a single view of customer health. The team would need to unify their product data, surface it reliably, and make it usable on a day-to-day basis.

Rather than doing more manual work, Melissa’s team focused on configuring their workflows to scale their impact.

They iterated on their health scores, added product usage data, and refined how different signals were weighted. They tested messaging with product marketing to see what drove engagement. Over time, they grouped customers based on real behavioral data, not assumptions.

The result was a clear operating model. “Green” customers still receive value, communication, and support, mostly delivered automatically with ChurnZero. Melissa’s CSMs now focus their one-to-one outreach on “red” and “yellow” customers, working with clarity and intent rather than reacting to noise.

The Impact

For CSMs, the difference was immediate.

Now, rather than chasing data or building reports, Melissa’s CSMs use dashboards with filters that show which accounts are red, yellow, or green, and add context like renewal timing, ARR, or product mix.

Inside individual accounts, tools like Engagement AI and Snapshot AI surface context that might otherwise be missed, including conversations across support or services. Composite churn scores are not just numbers; CSMs can see which parts of the product drove risk or success.

That transparency has changed how the team works. Instead of trying to touch every account, CSMs can set quarterly goals and focus on moving their customers from red to yellow to green.

The results so far include a 5% increase in retention year-on-year, improved adoption for 20% of customers, and a 30% increase in CSM time spent on retention strategies.

“We want our CSMs to be CEOs of their own books of business,” Melissa says. “They should decide where to invest their time, not react to noise.”

Building the future with ChurnZero AI.

With their foundation stabilized, Greenlight Guru’s CS team is now using ChurnZero AI to reinforce better habits.

An early agentic AI win came from using signal detection agent Herald to identify customer wins that indicate potential advocates. Instead of repeatedly asking CSMs to nominate accounts, Melissa can quickly generate a broad set of examples to use internally and share with product marketing.

Another ChurnZero AI agent, Archetype, helps identify customer roles from conversation data. With this in mind, CSMs and account managers now ask explicit questions, such as who the decision-maker is, so that ChurnZero can extract that information from call notes automatically.

Now that the value of the platform is clear, adoption has become deeply ingrained. Platform questions that once went to Melissa now are answered peer-to-peer, and ideas for improvement come from across the team.

More broadly, ChurnZero is treated as infrastructure within Greenlight Guru, not just “the CS tool.” Leaders across the marketing, support, product operations, and services teams all have access, meaning that CS no longer operates in isolation.

For Melissa, that outcome is what matters most.

“When people are in the system every day, helping each other and pushing ideas forward, that’s how you know it’s working,” she says.