Director of Customer Success

About the role

INNERGY is seeking a strategic, execution‑oriented Director of Customer Success to lead the post‑sale experience for its cloud‑based ERP and Microvellum CAD/CAM solutions. This senior leader will shape a unified, measurable, and scalable Customer Success organization that drives adoption, retention, expansion, and long‑term value across all products and regions.

Key responsibilities

• Own the end‑to‑end Customer Success journey, including onboarding, adoption, value realization, and expansion.
• Design, implement, and continuously refine a Customer Success operating system covering service model, segmentation, tooling, and performance management.
• Define a unified CS vision that aligns segmentation, engagement models, playbooks, and customer outcomes.
• Establish clear service tiers, success plans, and ownership models across global teams.
• Leverage AI, automation, and 1‑to‑many enablement to drive outcomes without linear headcount growth.
• Manage a globally distributed team of Customer Success professionals, including team leads and managers.
• Balance customer experience excellence with operational rigor, disciplined metrics, and scalable execution.

Required profile

• Proven experience leading large, globally distributed Customer Success or post‑sale organizations.
• Private‑equity mindset with a focus on measurable outcomes and operational efficiency.
• Strong strategic thinking combined with hands‑on execution capability.
• Excellent communication and influencing skills across product, engineering, and sales functions.

Required skills

What we offer

• Opportunity to shape the future of a fast‑growing SaaS platform in the woodworking industry.
• Collaborative, globally distributed team culture focused on ownership and impact.
• Access to cutting‑edge AI and automation tools to amplify results.