Director of Customer Success

🕒 Julho 11

🤠 Texas – Remoto

🤠 Texas – Remote

⏰ Tempo Integral

🔴 Especialista

🏆 Sucesso do Cliente

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INNERGY

SiteLinkedInTodas as Vagas

51 - 200 funcionários

Fundada em 2015

🏭 Manufatura

💼 Consultoria

☁️ SaaS

💰 $44.000.000 Private Equity Round - Innergy em 2024-07

Manufacturing • Consulting • SaaS

<INNERGY> é uma plataforma SaaS em nuvem que fornece software ERP e CAD/CAM 3D integrado, adaptado para negócios de marcenaria sob medida e carpintaria arquitetônica. O software abrange estimativas, custos de trabalho, agendamento de produção, colaboração do design à instalação, benchmarking e educação para ajudar as lojas a gerenciar margens, aumentar o rendimento e expandir as operações. A INNERGY enfatiza fluxos de trabalho específicos do setor e suporte à implementação para clientes B2B no setor de marcenaria sob medida.

Descrição

• Own the end-to-end Customer Success journey, including onboarding, adoption, value realization, and expansion. • Design, implement, and continuously refine the Customer Success operating system across all INNERGY products. • Define and execute a unified CS vision that aligns segmentation, engagement models, playbooks, and customer outcomes. • Establish clear 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 aligned with executive expectations. • Own Customer Success technology stack outcomes, including health scoring accuracy, automation maturity, digital engagement coverage, and visibility into adoption. • Drive measurable improvement in health model integrity and proactive outreach effectiveness through platforms such as HubSpot CSP and AI-enabled workflows. • Partner with RevOps to strengthen reporting, segmentation logic, and executive dashboards. • Leverage automation and AI to support 1-to-many customer engagement and scalable education. • Own and operationalize core CS metrics, including retention, net revenue retention, product adoption, customer health, expansion, NPS, and CSAT. • Expand customer sentiment metrics into actionable insights that drive execution. • Build dashboards that provide executive-level and PE-level visibility into CS performance. • Use data to inform capacity planning, prioritization, and segmentation strategy. • Implement strong performance management practices, including clear goals, accountability, and continuous coaching. • Design and execute service models that enable growth without proportional headcount increases. • Champion 1-to-many enablement, including group onboarding sessions, scalable training programs, digital content, and customer education pathways. • Drive customer maturity from reactive support reliance toward proactive value realization. • Lead and develop a globally distributed team of approximately 10–15 Customer Success professionals. • Build a high-performing CS leadership bench capable of supporting growth surges and new product introductions. • Partner with People & Culture on talent development, succession planning, and performance reviews. • Utilize EOS for departmental alignment and execution discipline. • Strengthen alignment with Sales, Product, Engineering, and RevOps to ensure clear handoffs and shared accountability for customer outcomes. • Coach leaders to elevate ownership, strategic thinking, and measurable impact.

🎯 Requisitos

• Proven leadership experience in Customer Success and/or Customer Support within a SaaS, ERP, or complex software environment. • Experience operating in private equity–backed organizations, including navigating rapid growth, change, and operational rigor. • Demonstrated success building and scaling customer-facing teams through growth and new product expansion. • Strong operational mindset with experience owning metrics, performance management, and service operations. • Track record of delivering scalable, world-class customer experiences without linear headcount growth. • Experience leveraging AI, automation, and 1-to-many enablement to improve efficiency and customer outcomes. • Exceptional leadership, communication, and cross-functional collaboration skills. • Experience supporting globally distributed teams and customers across multiple regions and time zones. • Familiarity with ERP, manufacturing, woodworking, cabinetry, or adjacent industries is a plus.

🏖️ Benefícios

• Employees can work remotely • Opportunity to shape and scale a mission-critical Customer Success & Support function during a high-growth phase. • Direct influence on customer outcomes, retention, and long-term value. • Ability to build a modern, unified Customer Success & Support organization. • Work alongside experienced executive leadership in a PE-backed environment. • A culture that values accountability, continuous improvement, and innovative service delivery.