Director of Customer Success

INNERGY • Austin, TX

34d • Remote

About The Position

We are seeking a strategic, execution-oriented Director of Customer Success to lead and unify the post-sale customer experience across INNERGY ERP and Microvellum CAD/CAM. This leader will own the Customer Success operating system, including service model design, customer segmentation, tooling, performance management, and scalable enablement. The mandate is to build a consistent, measurable, and scalable CS organization that drives adoption, retention, expansion, and long-term customer value across all products and regions. This role oversees a globally distributed organization of approximately Customer Success professionals, including team leads and Customer Success Managers. The Director brings a private equity mindset, balancing customer experience excellence with operational rigor, disciplined metrics, and scalable execution. A core focus of this role is aligning the CS team around one unified post-sale strategy while leveraging AI, automation, and 1-to-many enablement to drive outcomes without linear headcount growth.

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.

Nice To Haves

• Familiarity with ERP, manufacturing, woodworking, cabinetry, or adjacent industries is a plus.

Responsibilities

• 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.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed