Director of Customer Success

This is a fully remote position, open to applicants in Texas.

📋 Description

• Take ownership of the complete Customer Success journey, encompassing onboarding, adoption, value realization, and growth.

• Create, implement, and continually enhance the Customer Success operating framework across all INNERGY products.

• Define and carry out a cohesive Customer Success vision that aligns segmentation, engagement strategies, playbooks, and customer results.

• Set up distinct service tiers, success plans, and ownership structures across various customer segments and regions.

• Ensure the establishment of consistent, repeatable processes that can scale globally.

• Manage retention, growth, and customer health outcomes across the entire portfolio.

• Collaborate with Sales and Account Management to drive renewals, cross-selling, and upselling strategies.

• Develop proactive risk mitigation strategies to minimize churn and enhance lifetime value.

• Establish forecasting practices and renewal visibility that meet executive expectations.

• Oversee outcomes related to the Customer Success technology stack, including health scoring accuracy, automation maturity, digital engagement coverage, and visibility into adoption.

• Drive measurable enhancements in health model integrity and proactive outreach effectiveness through platforms such as HubSpot CSP and AI-enabled workflows.

• Partner with RevOps to improve reporting, segmentation logic, and executive dashboards.

• Utilize automation and AI to facilitate 1-to-many customer interactions and scalable educational initiatives.

• Manage and operationalize key Customer Success metrics, including retention, net revenue retention, product adoption, customer health, expansion, NPS, and CSAT.

• Transform customer sentiment metrics into actionable insights that drive execution.

• Create dashboards that offer executive-level and private equity-level visibility into Customer Success performance.

• Use data to guide capacity planning, prioritization, and segmentation strategies.

• Implement robust performance management practices that include clear objectives, accountability, and ongoing coaching.

• Design and execute service models that support growth without a corresponding increase in headcount.

• Advocate for 1-to-many enablement, including group onboarding sessions, scalable training programs, digital content, and customer education pathways.

• Foster customer maturity from reliance on reactive support to proactive value realization.

• Lead and develop a globally distributed team of approximately 10–15 Customer Success professionals.

• Cultivate a high-performing Customer Success leadership bench capable of accommodating growth surges and new product launches.

• Collaborate with People & Culture on talent development, succession planning, and performance evaluations.

• Utilize EOS for departmental coordination and execution discipline.

• Strengthen collaboration with Sales, Product, Engineering, and RevOps to ensure clear transitions and shared accountability for customer outcomes.

• Mentor leaders to enhance ownership, strategic thinking, and measurable impact.

⛳️ Requirements

• Proven leadership experience in Customer Success and/or Customer Support within a SaaS, ERP, or complex software context.

• Experience working in private equity-backed companies, including navigating rapid growth, change, and operational rigor.

• Demonstrated success in building and scaling customer-facing teams during periods of growth and new product introduction.

• Strong operational mindset with experience managing metrics, performance management, and service operations.

• A history of delivering scalable, top-tier customer experiences without proportional headcount increases.

• Experience in leveraging AI, automation, and 1-to-many enablement to enhance efficiency and customer outcomes.

• Exceptional leadership, communication, and cross-functional collaboration capabilities.

• Experience supporting globally distributed teams and clients across various regions and time zones.

• Familiarity with ERP, manufacturing, woodworking, cabinetry, or related industries is advantageous.

🏝️ Benefits

• Employees have the flexibility to work remotely.

• Opportunity to shape and scale a vital Customer Success & Support function during a period of high growth.

• Direct influence on customer outcomes, retention, and long-term value.

• Ability to create a modern, unified Customer Success & Support organization.

• Collaborate with experienced executive leadership in a private equity-backed environment.

• A culture that prioritizes accountability, continuous improvement, and innovative service delivery.