Director of Customer Success
Core
Lead and unify the post-sale customer experience for INNERGY ERP and Microvellum CAD/CAM, driving adoption, retention, and expansion across a globally distributed organization.
Role type
Director of Customer Success (SaaS/ERP)
Builds
A consistent, measurable, and scalable Customer Success operating system for custom manufacturers.
Domain
Software (ERP/CAD/CAM) for the woodworking and custom manufacturing industry.
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Strategic planning, operational rigor, team leadership (10-15 people), retention management, revenue expansion, automation strategy, data analytics, cross-functional alignment, performance management.
Preferred skills
Experience in private equity-backed organizations, familiarity with ERP/manufacturing industries, AI/automation implementation.
Technologies
HubSpot CSP, AI-enabled workflows, EOS (Entrepreneurial Operating System).
Responsibilities
Design and implement the Customer Success operating system; own retention, expansion, and customer health outcomes; lead and develop a globally distributed CS team; establish service tiers and success plans; leverage automation and AI for scalable enablement; build executive-level dashboards for CS performance.
Seniority
Director, strategic leadership with hands-on operational oversight.