Director of Customer Success

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.
• Introduce updated time tracking that is utilized when handling support & Professional Service cases, in partnership with RevOps
  
  

Team Leadership & Development

• 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
  
  

Metrics, Performance & Operational Excellence

• 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.
  
  

Scalable Service Delivery

• 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.
  
  

Customer Experience & Cross-Functional Alignment

• 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.
• Familiarity with ERP, manufacturing, woodworking, cabinetry, or adjacent industries is a plus.
  
  

Why You’ll Love It Here

• 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.