Skills
Customer Success
SaaS Metrics (NRR, Retention, NPS, CSAT)
AI & Automation for Customer Engagement
About the Role
INNERGY is seeking a strategic, execution-focused Director of Customer Success to unify the post-sale customer experience across INNERGY ERP and Microvellum CAD/CAM. You’ll lead the Customer Success operating system—service model design, segmentation, tooling, performance management, and scalable enablement—to drive adoption, retention, expansion, and long-term customer value.
This role oversees a globally distributed team of Customer Success professionals (including team leads and Customer Success Managers) and brings a private equity mindset: exceptional customer outcomes paired with operational rigor, disciplined metrics, and scalable execution.
Responsibilities
- Own the end-to-end Customer Success journey, including onboarding, adoption, value realization, and expansion.
- Design, implement, and continuously improve a unified Customer Success operating system across all products.
- Set a consistent CS vision with clear segmentation, engagement models, playbooks, and measurable customer outcomes.
- Define service tiers, success plans, and ownership models across customer segments and geographies.
- Drive retention, expansion, and customer health outcomes across the portfolio.
- Partner with Sales and Account Management to support renewals, cross-sell, and upsell strategies.
- Build proactive churn-risk mitigation frameworks to protect and grow lifetime value.
- Own renewal visibility and forecasting discipline aligned with executive expectations.
- Lead Customer Success technology and automation outcomes, including health scoring accuracy and digital engagement visibility.
- Improve health model integrity and proactive outreach effectiveness using platforms and AI-enabled workflows.
- Operationalize core CS metrics (retention, NRR, adoption, health, NPS, CSAT) and translate sentiment into action.
- Build dashboards for executive-level and PE-level visibility and use data for capacity planning and prioritization.
- Scale customer enablement through 1-to-many programs (group onboarding, training, digital content, education pathways) to grow without proportional headcount.
- Lead and develop a global team (approximately 10–15), building a strong leadership bench and coaching for measurable impact.
- Strengthen cross-functional alignment with Sales, Product, Engineering, and RevOps to ensure clear handoffs and shared accountability.
Requirements
- Proven leadership experience in Customer Success and/or Customer Support within SaaS, ERP, or complex software environments.
- Experience operating in private equity-backed organizations, including navigating rapid growth and operational rigor.
- Track record of building and scaling customer-facing teams through expansion and new product introductions.
- Strong operational mindset with demonstrated ownership of metrics, performance management, and service operations.
- Ability to deliver world-class customer experiences without linear headcount growth.
- Experience leveraging AI, automation, and 1-to-many enablement to improve efficiency and outcomes.
- Exceptional communication and cross-functional collaboration skills.
- Experience supporting globally distributed teams and customers across multiple regions and time zones.
- ERP, manufacturing, woodworking, cabinetry, or adjacent industry familiarity is a plus.
Benefits
- Opportunity to shape and scale a mission-critical Customer Success and Support function during a high-growth phase.
- Direct influence on customer outcomes, retention, and long-term value.
- Chance to build a modern, unified Customer Success organization across products and regions.
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