Director of Customer Success
3 days ago
Austin
Job DescriptionCompany Description INNERGY is transforming the woodworking industry with purpose built, cloud based ERP software designed exclusively for custom manufacturers. Our platform helps businesses operate smarter, faster, and more efficiently while seamlessly connecting design, production, and delivery for teams creating architectural millwork, cabinetry, and casework. What truly sets INNERGY apart is our people. Founded in 2016, we are a globally distributed team of 200 plus professionals united by deep software expertise and a shared passion for solving meaningful, real world problems. We value collaboration, creativity, and ownership, and we are intentional about building not only powerful products, but also a culture where people feel supported, heard, and inspired to do their best work. With strong momentum and the recent acquisition of Microvellum, a trusted leader in design to manufacturing solutions for the woodworking industry, INNERGY is entering an exciting new phase of growth. This combination expands our capabilities, deepens our industry impact, and accelerates our vision of delivering a truly connected, end to end platform for custom manufacturers. As we scale thoughtfully and bring together top talent and new perspectives, this is a unique opportunity to join a company where your work will have visible impact, your ideas will help shape decisions, and your contributions will play a meaningful role in defining the future of a fast evolving product, team, and industry. Job Description We are seeking a strategic, execution-oriented Director of Customer Success & Support to lead our post-sale customer experience across our INNERGY ERP and Microvellum CAD/CAM products, including onboarding, customer success, and customer support. This role is responsible for building a unified, scalable post-sale experience that drives customer adoption, retention, and long-term value while supporting periods of rapid growth and new product introductions. This leader will oversee a globally distributed organization of approximately 10–12 team members, including team leads across Customer Success, Onboarding, and Support. The Director brings a private equity mindset, balancing world-class customer experience with operational rigor, strong metrics, and efficient scaling,particularly in an environment where unlimited service is a key differentiator. A core focus of this role is aligning teams around one consistent customer success and support model across all INNERGY products, strengthening cross-functional trust, and leveraging AI, automation, and introduce customer segmentation, in order to execute 1-to-many enablement to deliver scalable outcomes without linear headcount growth. Key Responsibilities Customer Success & Support Strategy • 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., • 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., • 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, • 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., • 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. Qualifications, • 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., • 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. Additional Information Accessibility & Work Environment INNERGY is committed to providing an inclusive and accessible work environment. We support reasonable workplace adjustments for individuals with disability in accordance with applicable Australian laws. If you require adjustments during the recruitment process or in your role, please let us know. This role is primarily computer-based and may involve extended screen time and regular communication through digital channels. Work may be performed in a remote or office-based environment, depending on role and location. INNERGY is committed to supporting employee wellbeing, flexibility, and a safe working environment across all regions. Equal Opportunity Employer INNERGY is an Equal Opportunity Employer and values diversity at all levels. We are committed to fostering a work environment free from discrimination and harassment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, pregnancy, gender identity or expression, national origin, disability status, veteran status, or any other characteristic protected by applicable law. Location Eligibility Notice This is a U.S.-based remote role. Due to current regulatory requirements, we are only able to consider candidates who reside in U.S. states that do not mandate salary disclosure in job postings. Eligible states include, but are not limited to: Texas, Florida, Missouri, Arizona, Indiana, North Carolina, and Wisconsin. At this time, candidates residing in California, Colorado, New York, Illinois, Washington, or other states with active pay transparency requirements are not eligible for consideration.