Director of Customer Success

INNERGY is a cloud-based ERP software company transforming the woodworking industry, focusing on connecting design, production, and delivery for custom manufacturers. The company values collaboration, creativity, and ownership, and is experiencing growth through recent acquisitions.

Location: Remote (US)

Responsibilities

• Own the end-to-end Customer Success journey, including onboarding, adoption, value realization, and expansion.
• Design, implement, and refine the Customer Success operating system across all products.
• Define and execute a unified CS vision that aligns segmentation, engagement models, and customer outcomes.
• Establish 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.
• Own Customer Success technology stack outcomes, including health scoring, automation, and digital engagement.
• Drive improvement in health model integrity and outreach effectiveness through platforms like HubSpot CSP and AI workflows.
• Partner with RevOps to strengthen reporting, segmentation, and dashboards.
• Leverage automation and AI for scalable customer engagement and education.
• Own and operationalize core CS metrics, including retention, NRR, product adoption, customer health, and NPS.
• Expand customer sentiment metrics into actionable insights.
• Build dashboards for executive visibility.
• Use data for capacity planning and prioritization.
• Implement performance management practices.
• Design and execute service models for growth without proportional headcount increases.
• Champion group onboarding, scalable training, digital content, and customer education.
• Drive customer maturity from reactive support to proactive value realization.
• Lead and develop a globally distributed team of 10-15 Customer Success professionals.
• Build a high-performing CS leadership bench.
• Partner with People & Culture on talent development.
• Utilize EOS for alignment and execution.
• Strengthen cross-functional alignment with Sales, Product, Engineering, and RevOps.
• Coach leaders for ownership, strategic thinking, and impact.

Requirements

• Proven leadership experience in Customer Success and/or Customer Support within SaaS, ERP, or complex software.
• Experience in private equity-backed organizations, navigating growth and operational rigor.
• Success in building and scaling customer-facing teams.
• Strong operational mindset with metrics and performance management experience.
• Track record of delivering scalable, world-class customer experiences.
• Experience leveraging AI, automation, and 1-to-many enablement.
• Exceptional leadership, communication, and collaboration skills.
• Experience supporting globally distributed teams and customers across regions.
• Familiarity with ERP, manufacturing, woodworking, cabinetry, or related industries is a plus.