About the Role
INNERGY is transforming the woodworking industry with purpose-built, cloud-based ERP software designed exclusively for custom manufacturers. Following our recent acquisition of Microvellum, we are entering an exciting new phase of growth. We are seeking a strategic, execution-oriented Director of Customer Success to lead and unify the post-sale customer experience across our entire product portfolio. This leader will own the Customer Success operating system, overseeing a globally distributed team and building a consistent, measurable, and scalable organization that drives adoption, retention, and long-term customer value.
The successful candidate will bring a private equity mindset, balancing excellence in customer experience with operational rigor and disciplined metrics. A core focus of this role is aligning the team around a unified strategy while leveraging AI, automation, and one-to-many enablement to drive outcomes without linear headcount growth. This is a unique opportunity to join a company where your work will have a visible impact, playing a meaningful role in defining the future of a fast-evolving product and industry.
Key Responsibilities- Strategy & Operating System: Own the end-to-end customer journey, including onboarding, adoption, and value realization, while implementing a unified CS vision across all INNERGY products.
- Revenue & Retention Accountability: Drive net revenue retention and expansion strategies in partnership with Sales and Account Management, building proactive risk mitigation frameworks to reduce churn.
- Technology & Automation: Manage the CS technology stack, focusing on health scoring accuracy, AI-enabled workflows, and digital engagement coverage through platforms like HubSpot.
- Operational Excellence: Define and operationalize core metrics including NRR, NPS, and CSAT, providing executive-level visibility into performance and capacity planning.
- Scalable Enablement: Design service models that support growth through digital content, group onboarding, and customer education pathways rather than proportional hiring.
- Team Leadership: Lead and develop a high-performing, globally distributed team of 10-15 CS professionals, utilizing EOS for departmental alignment and execution discipline.
- Proven leadership experience in Customer Success or Support within a SaaS, ERP, or complex software environment.
- Experience operating in private equity-backed organizations, navigating rapid growth and operational rigor.
- Demonstrated success scaling customer-facing teams and delivering world-class experiences without linear headcount growth.
- Strong technical proficiency with CS platforms, AI tools, and automation to drive efficiency.
- Exceptional communication and cross-functional collaboration skills, with experience supporting global teams across multiple time zones.
- Familiarity with manufacturing, woodworking, cabinetry, or adjacent industrial sectors is highly preferred.
- Legal residency in one of the following eligible states: TX, FL, MO, AZ, IN, NC, or WI.
- Opportunity to shape a mission-critical function during a high-growth, transformative phase.
- Direct influence on global customer outcomes and long-term company value.
- Collaborative work environment alongside experienced executive leadership in a PE-backed setting.
- A remote-first culture that values accountability, continuous improvement, and innovative service delivery.
- Comprehensive support for employee wellbeing and professional development.