Director of Customer Success

🔥 1 minute ago

🤠 Texas – Remote

🤠 Texas – Remote

⏰ Full Time

🔴 Lead

🏆 Customer Success

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INNERGY

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2015

☁️ SaaS

🤝 B2B

💰 $44M Private Equity Round - Innergy on 2024-07

SaaS • B2B

<INNERGY> is a cloud-based SaaS platform providing integrated ERP and 3D CAD/CAM software tailored to custom woodworking and architectural millwork businesses. The software covers estimating, job costing, production scheduling, collaboration from design through installation, benchmarking, and education to help shops manage margins, increase throughput, and scale operations. INNERGY emphasizes industry-specific workflows and implementation support for B2B customers in the custom woodworking sector.

📋 Description

• 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.

🎯 Requirements

• 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.

🏖️ Benefits

• 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.