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About the Role

INNERGY is seeking a strategic, execution-oriented Director of Customer Success to lead and unify the post-sale customer experience across INNERGY ERP and Microvellum CAD/CAM. This leader will own the Customer Success operating system, including service model design, customer segmentation, tooling, performance management, and scalable enablement. The mandate is to build a consistent, measurable, and scalable CS organization that drives adoption, retention, expansion, and long-term customer value across all products and regions.

Responsibilities

Own the end-to-end Customer Success journey, including onboarding, adoption, value realization, and expansion.
Design, implement, and continuously refine the Customer Success operating system across all INNERGY products.
Define and execute a unified CS vision that aligns segmentation, engagement models, playbooks, and customer outcomes.
Establish clear service tiers, success plans, and ownership models across customer segments and geographies.
Ensure consistent, repeatable processes that scale globally.
Own retention, expansion, and customer health outcomes across the portfolio.
Partner with Sales and Account Management to drive renewals, cross-sell, and upsell strategies.
Build proactive risk mitigation frameworks to reduce churn and increase lifetime value.
Establish forecasting discipline and renewal visibility aligned with executive expectations.
Own Customer Success technology stack outcomes, including health scoring accuracy, automation maturity, digital engagement coverage, and visibility into adoption.
Drive measurable improvement in health model integrity and proactive outreach effectiveness through platforms such as HubSpot CSP and AI-enabled workflows.
Partner with RevOps to strengthen reporting, segmentation logic, and executive dashboards.
Leverage automation and AI to support 1-to-many customer engagement and scalable education.
Own and operationalize core CS metrics, including retention, net revenue retention, product adoption, customer health, expansion, NPS, and CSAT.
Expand customer sentiment metrics into actionable insights that drive execution.
Build dashboards that provide executive-level and PE-level visibility into CS performance.
Use data to inform capacity planning, prioritization, and segmentation strategy.
Implement strong performance management practices, including clear goals, accountability, and continuous coaching.
Design and execute service models that enable growth without proportional headcount increases.
Champion 1-to-many enablement, including group onboarding sessions, scalable training programs, digital content, and customer education pathways.
Drive customer maturity from reactive support reliance toward proactive value realization.
Lead and develop a globally distributed team of approximately 10–15 Customer Success professionals.
Build a high-performing CS leadership bench capable of supporting growth surges and new product introductions.
Partner with People & Culture on talent development, succession planning, and performance reviews.
Utilize EOS for departmental alignment and execution discipline.
Strengthen alignment with Sales, Product, Engineering, and RevOps to ensure clear handoffs and shared accountability for customer outcomes.
Coach leaders to elevate ownership, strategic thinking, and measurable impact.

Requirements

Proven leadership experience in Customer Success and/or Customer Support within a SaaS, ERP, or complex software environment.
Experience operating in private equity–backed organizations, including navigating rapid growth, change, and operational rigor.
Demonstrated success building and scaling customer-facing teams through growth and new product expansion.
Strong operational mindset with experience owning metrics, performance management, and service operations.
Track record of delivering scalable, world-class customer experiences without linear headcount growth.
Experience leveraging AI, automation, and 1-to-many enablement to improve efficiency and customer outcomes.
Exceptional leadership, communication, and cross-functional collaboration skills.
Experience supporting globally distributed teams and customers across multiple regions and time zones.
Familiarity with ERP, manufacturing, woodworking, cabinetry, or adjacent industries is a plus.

Skills

Customer Success
Customer Support
SaaS
ERP
Complex Software
Private Equity Operations
Team Building
Scaling Teams
Operational Mindset
Metrics Management
Performance Management
Service Operations
AI
Automation
1-to-many Enablement
Leadership
Communication
Cross-functional Collaboration
Global Team Support
HubSpot CSP

Location

Remote (U.S. Based)

Work Type

Remote

Experience Level

Director

About the Company

INNERGY is transforming the woodworking industry with purpose built, cloud based ERP software designed exclusively for custom manufacturers.
Our platform helps businesses operate smarter, faster, and more efficiently while seamlessly connecting design, production, and delivery for teams creating architectural millwork, cabinetry, and casework.
Founded in 2016, we are a globally distributed team of 200 plus professionals united by deep software expertise and a shared passion for solving meaningful, real world problems.
We value collaboration, creativity, and ownership, and we are intentional about building not only powerful products, but also a culture where people feel supported, heard, and inspired to do their best work.
With strong momentum and the recent acquisition of Microvellum, a trusted leader in design to manufacturing solutions for the woodworking industry, INNERGY is entering an exciting new phase of growth.
This combination expands our capabilities, deepens our industry impact, and accelerates our vision of delivering a truly connected, end to end platform for custom manufacturers.
As we scale thoughtfully and bring together top talent and new perspectives, this is a unique opportunity to join a company where your work will have visible impact, your ideas will help shape decisions, and your contributions will play a meaningful role in defining the future of a fast evolving product, team, and industry.

Equal Opportunity

INNERGY is an Equal Opportunity Employer that values diversity at every level of the organization.
We are committed to creating a workplace free from discrimination and harassment.
All qualified applicants will be considered without regard to race, color, religion, sex, age, sexual orientation, pregnancy, gender identity or expression, national origin, disability, veteran status, or any other protected characteristic under applicable law.