INNERGY · 1 day ago
Director of Customer Success
United States
Full-time
Remote
Director/ExecutiveINNERGY is transforming the woodworking industry with purpose built, cloud based ERP software designed exclusively for custom manufacturers. The Director of Customer Success & Support will lead the post-sale customer experience across INNERGY ERP and Microvellum CAD/CAM products, focusing on customer adoption, retention, and long-term value while overseeing a globally distributed team.
Business IntelligenceEnterprise Resource Planning (ERP)ManufacturingSoftware
Hiring Manager
Rachel Crow
Responsibilities
Own the end-to-end post-sale customer journey, including new customer kickoff, customer success, and ongoing customer support
Define and execute a unified vision for Customer Success and Support that aligns teams, tools, metrics, and outcomes across INNERGY ERP and Microvellum CAD/CAM Products
Ensure support and CSM teams follow consistent, repeatable processes that scale across customer segments and geographies
Partner closely with Support management to align escalation paths, ownership models, and customer health visibility
Embrace and expand Intercom Fin AI & Hubspot CSP – existing solutions that need TLC
Introduce updated time tracking that is utilized when handling support & Professional Service cases, in partnership with RevOps
Directly manage senior leaders and key contributors across Customer Success, and Support
Lead a team of approximately 15-20 team members, fostering accountability, performance, and growth
Build and scale a high-performing post-sale organization capable of supporting growth surges and new product launches
Partner with People & Culture on talent development, performance management, succession planning, and ongoing talent reviews
Utilize EOS for departmental alignment
Own and operationalize core post-sale metrics, adoption, retention, utilization, customer health, and support trends
Understand current metrics tracked – NPS and CSAT – and expand upon them, to bring them to the next level
Establish strong performance management practices, including goal setting, feedback, and continuous improvement
Partner with RevOps to build dashboards and reporting that support executive-level and PE-level visibility
Introduce time tracking and expand on ticket classification
Keep a pulse on AI Resolution Rate and build towards improving it
Use data to inform capacity planning, prioritization, and continuous improvement
Lead the delivery of world-class, scalable support and success experiences while maintaining efficiency and consistency
Design and execute service models that enable growth without proportional headcount increases, leveraging automation, AI, and process optimization
Champion AI-enabled and 1-to-many enablement, including group onboarding sessions, digital training, self-serve resources, and scalable education programs
Strengthen the perception, trust, and effectiveness of Customer Success and Support across Sales, Product, Engineering, and Finance
Partner cross-functionally to ensure clear handoffs, aligned expectations, and shared accountability for customer outcomes
Support and coach leaders in elevating team ownership, strategic thinking, and customer impact
Qualification
Required
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
Preferred
Familiarity with ERP, manufacturing, woodworking, cabinetry, or adjacent industries is a plus
Benefits
Accessibility & Work Environment
Equal Opportunity Employer
Company
INNERGY
Innergy provides business intelligence and ERP solutions for woodworking, custom manufacturing and millwork sectors.
Founded in 2015
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$44MKey Investors
Mainsail Partners
2024-08-01Private Equity· $44M
Leadership Team
Marc Sanderson
CEO
Company data provided by crunchbase