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.
Key Responsibilities
Customer Success Strategy & Operating System
- 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.
Revenue & Retention Accountability
- 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.
CS Technology & Automation Ownership
- 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.
Metrics, Performance & Operational Excellence
- 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.
Scalable Customer Enablement
- 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.
Team Leadership & Cross-Functional Alignment
- 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.