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.
Partner with Sales and Account Management to drive renewals, cross-sell, and upsell strategies.
Own Customer Success technology stack outcomes, including health scoring accuracy, automation maturity, and digital engagement coverage.
Implement strong performance management practices, including clear goals, accountability, and continuous coaching.

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.
Demonstrated success building and scaling customer-facing teams.
Strong operational mindset with experience owning metrics, performance management, and service operations.
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.

Director of Customer Success

Key skills