About the Role
INNERGY is looking for a strategic and relationship-driven Customer Success Manager (CSM) to empower our customers to achieve their business goals through our industry-leading cloud ERP and engineering solutions. Following our recent acquisition of Microvellum, we are expanding our reach across the woodworking and architectural millwork sectors, and we need a dedicated advocate to ensure our clients realize the full potential of our connected, end-to-end platform. As a CSM, you will serve as a trusted advisor to a diverse portfolio of manufacturers, helping them bridge the gap between complex engineering requirements and efficient production workflows.
This is a unique opportunity to join a globally distributed team of over 200 professionals who are passionate about solving real-world manufacturing challenges. You will play a pivotal role in our next phase of growth, influencing product direction and fostering a culture of innovation and customer-centricity. If you thrive in a collaborative SaaS environment and enjoy navigating the intersection of technology and physical manufacturing, your expertise will have a visible and lasting impact on our customers and the future of the industry.
Key Responsibilities- Manage the post-implementation relationship for a diverse portfolio of Microvellum and INNERGY Engineering customers, acting as their primary point of contact and strategic partner.
- Develop and maintain deep relationships with executive sponsors, administrators, and end users to understand their business objectives and align our solutions with their success.
- Drive product adoption through consistent engagement, including strategic business reviews (SBRs), success planning sessions, and tailored training recommendations.
- Proactively monitor account health metrics to identify potential churn risks and develop comprehensive mitigation plans to ensure high retention.
- Collaborate cross-functionally with Sales, Professional Services, and Technical Support to resolve customer issues and identify expansion opportunities.
- Act as the internal voice of the customer, gathering actionable feedback to influence the product roadmap and enhance the overall user experience.
- Maintain accurate data within the CRM regarding account health, activity, and growth forecasting.
- Champion the value of the INNERGY ecosystem, turning customers into long-term advocates and raving fans.
- At least 3 years of experience in Customer Success, Account Management, or Professional Services within a B2B SaaS environment.
- Proven ability to manage a high-volume portfolio of clients while maintaining high levels of satisfaction and retention.
- Strong consultative skills with the ability to lead strategic conversations with C-suite executives and technical stakeholders alike.
- Excellent project coordination and problem-solving abilities, with a focus on delivering measurable customer outcomes.
- Proficiency with modern CRM platforms such as HubSpot or Salesforce for managing customer lifecycles.
- Exceptional communication skills, both written and verbal, with a knack for simplifying complex technical concepts.
- A background or interest in woodworking, millwork, CAD/CAM, ERP, or construction technology is highly preferred.
- Bachelor’s degree or equivalent professional experience.
- Must reside in an eligible U.S. state, including Texas, Florida, Missouri, Arizona, Indiana, North Carolina, or Wisconsin.
- Competitive compensation package in a high-growth, stable software company.
- Fully remote work environment with a focus on flexibility and employee well-being.
- Collaborative and inclusive culture where your ideas are heard and your contributions are visible.
- Opportunity to work with a market-leading product suite that is transforming a traditional industry.
- Professional development opportunities within a global team of experts.
- Comprehensive support and resources for remote employees to ensure a productive and healthy work-life balance.