Director of Customer Success

About INNERGY

INNERGY is revolutionizing the woodworking sector through a dedicated cloud-based ERP platform created specifically for custom manufacturers. This software streamlines operations, enhances speed and efficiency, and integrates design, manufacturing, and delivery workflows for teams specializing in architectural millwork, cabinetry, and casework. Founded in 2016, INNERGY's team of more than 200 experts across the globe shares deep software knowledge and a passion for solving impactful industry challenges. The company fosters a culture of collaboration, creativity, ownership, and support, encouraging employees to excel and contribute meaningfully.

Recently acquiring Microvellum, a leader in design-to-manufacturing software for woodworking, INNERGY is expanding its influence and capabilities. This growth phase offers a significant opportunity for talent to join a company where their contributions shape both the product landscape and the industry’s future.

Role Overview

The Director of Customer Success will unify and lead the post-sale customer experience for both INNERGY ERP and Microvellum CAD/CAM platforms. This leadership role entails owning the Customer Success system—spanning service design, segmentation, tooling, performance metrics, and scalable enablement—aimed at establishing a consistent, data-driven organization that promotes adoption, retention, expansion, and overall customer value globally.

Overseeing a worldwide team of roughly 10–15 Customer Success professionals including managers and team leads, this role demands a private equity-informed approach balancing excellent customer experience with disciplined operational metrics and execution. Key to success will be leveraging AI, automation, and scalable engagement strategies to enhance outcomes without necessitating proportional staff increases.

Key Responsibilities

• Direct the full Customer Success lifecycle: onboarding, adoption, value delivery, and growth.
• Create and continuously enhance the Customer Success operating model across all products.
• Develop and implement a unified Customer Success vision aligned with segmentation, engagement tactics, and measurable customer outcomes.
• Set up tiered service levels, success plans, and ownership frameworks across customer groups and territories, ensuring scalable international processes.
• Manage revenue goals including retention, expansion, and customer health metrics.
• Collaborate with Sales and Account Management to advance renewal, upsell, and cross-sell activities.
• Design and implement risk mitigation strategies to minimize churn and maximize customer lifetime value.
• Establish forecasting and renewal tracking aligned to executive-level expectations.
• Oversee Customer Success technology platforms for accurate health scoring, automation maturity, engagement tracking, and adoption visibility.
• Improve health model precision and proactive outreach using systems like HubSpot CSP and AI-powered workflows.
• Work with Revenue Operations to optimize reporting, segmentation, and executive dashboards.
• Harness AI and automation to facilitate scalable group engagement and customer education.
• Define and track core CS performance indicators: retention, net revenue retention, product adoption, customer health, expansion, NPS, and CSAT.
• Translate customer sentiment into actionable strategies.
• Build executive and private equity-level dashboards for performance transparency.
• Use data insights for capacity planning and prioritization.
• Implement robust performance management, including goal setting, accountability, and continual coaching.
• Design service delivery models that support growth without equivalent headcount growth.
• Promote group onboarding, scalable training, digital content, and structured customer education.
• Guide customers from reactive support dependency to active value realization.
• Lead and mentor a geographically dispersed team, growing leadership capacity for scaling and new product launches.
• Partner with Human Resources for talent growth, succession planning, and performance assessment.
• Utilize the Entrepreneurial Operating System (EOS) for strategic alignment and execution.
• Strengthen cooperation with Sales, Product, Engineering, and Revenue Operations to assure clear responsibilities and shared customer success accountability.
• Coach leadership to foster ownership, strategic focus, and measurable results.

Candidate Profile

• Extensive leadership experience in Customer Success or Support within SaaS, ERP, or similarly complex software sectors.
• Background working with private equity-backed organizations, adept at managing rapid growth and operational discipline.
• Successful track record in building and scaling customer-centric teams amid growth and product expansion.
• Strong operational focus experienced in managing metrics, service operations, and team performance.
• Proven ability to deliver excellent customer experiences efficiently, without proportional increases in headcount.
• Experience utilizing AI, automation, and 1-to-many engagement methods to enhance effectiveness and customer satisfaction.
• Exceptional leadership, communication, and collaboration skills for cross-functional teamwork.
• Comfortable managing internationally distributed teams and customers across multiple geographies and time zones.
• Familiarity with ERP, manufacturing, woodworking, cabinetry, or related industries is advantageous.

Success Metrics

• Create a unified, scalable Customer Success operating framework spanning all products.
• Improve retention rates and net revenue retention.
• Develop disciplined renewal forecasting and executive-level visibility.
• Increase product adoption and growth without linear staff expansion.
• Deliver accurate, actionable customer health insights prompting proactive measures.

Why Join INNERGY?

• Play a pivotal role scaling a vital Customer Success and Support function during a period of significant growth.
• Directly influence key customer outcomes, retention, and lifetime value.
• Opportunity to build a modern, integrated Customer Success and Support organization.
• Collaborate with experienced executive leadership in a private equity environment.
• Work in a culture that embraces accountability, continuous improvement, and innovative service methods.

Additional Information

Accessibility & Work Environment

INNERGY is dedicated to fostering an inclusive, accessible workplace. Reasonable accommodations are supported for individuals with disabilities, aligned with applicable laws. Candidates may request needed adjustments during recruitment or employment.

This mainly computer-based role requires extended screen time and frequent communication via digital tools. Work settings can vary between remote or office-based depending on location and specific job functions. INNERGY prioritizes employee well-being, flexibility, and safe, supportive conditions across all areas.

Equal Opportunity Employer

INNERGY is an equal opportunity employer valuing diversity throughout the organization. It maintains a workplace free of discrimination and harassment, considering all qualified candidates irrespective of race, color, religion, sex, age, sexual orientation, pregnancy, gender identity or expression, national origin, disability, veteran status, or legally protected groups.

Location Eligibility

This position is remote but restricted to candidates residing within specified U.S. states including Texas, Florida, Missouri, Arizona, Indiana, North Carolina, and Wisconsin. Applicants from states such as California, Colorado, New York, Illinois, Washington, or others with active pay transparency laws cannot be considered at this time.