INNERGY

Director of Customer Success

INNERGY

full-time

Posted on:

Location Type: Remote

Location: Texas • United States

Visit company website

Explore more

✨ AI Apply
Apply

Job Level

Lead

Tech Stack

ERP

About the role

  • 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.
  • Directly manage senior leaders and key contributors across Customer Success, and Support.
  • Own and operationalize core post-sale metrics, adoption, retention, utilization, customer health, and support trends.
  • Lead the delivery of world-class, scalable support and success experiences while maintaining efficiency and consistency.

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
  • 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.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Customer SuccessCustomer SupportSaaSERPAIautomationperformance managementservice operationspost-sale metricscustomer health
Soft Skills
leadershipcommunicationcross-functional collaborationoperational mindsetscalabilityefficiencyteam buildingcustomer experienceadaptabilityproblem-solving