Director of Customer Success

ABOUT THE ROLE We are seeking a strategic and execution-oriented Director of Customer Success to lead and unify the post-sale customer experience across INNERGY ERP and Microvellum CAD/CAM. This leader will own the Customer Success operating system, including service model design, customer segmentation, tooling, performance management, and scalable enablement. The mandate is to build a consistent, measurable, and scalable CS organization that drives adoption, retention, expansion, and long-term customer value across all products and regions. WHAT YOU'LL DO As Director of Customer Success, you will oversee a globally distributed organization of approximately 10-15 Customer Success professionals. Your key responsibilities will include: - Owning the end-to-end Customer Success journey, including onboarding, adoption, value realization, and expansion. - Designing, implementing, and continuously refining the Customer Success operating system across all INNERGY products. - Defining and executing a unified CS vision that aligns segmentation, engagement models, playbooks, and customer outcomes. - Establishing clear service tiers, success plans, and ownership models across customer segments and geographies. - Ensuring consistent, repeatable processes that scale globally. - Owning retention, expansion, and customer health outcomes across the portfolio. - Partnering with Sales and Account Management to drive renewals, cross-sell, and upsell strategies. - Building proactive risk mitigation frameworks to reduce churn and increase lifetime value. - Establishing forecasting discipline and renewal visibility aligned with executive expectations. - Owning Customer Success technology stack outcomes, including health scoring accuracy, automation maturity, digital engagement coverage, and visibility into adoption. - Driving measurable improvement in health model integrity and proactive outreach effectiveness through platforms such as HubSpot CSP and AI-enabled workflows. - Partnering with RevOps to strengthen reporting, segmentation logic, and executive dashboards. - Leveraging automation and AI to support 1-to-many customer engagement and scalable education. - Owning and operationalizing core CS metrics, including retention, net revenue retention, product adoption, customer health, expansion, NPS, and CSAT. - Expanding customer sentiment metrics into actionable insights that drive execution. - Building dashboards that provide executive-level and PE-level visibility into CS performance. - Using data to inform capacity planning, prioritization, and segmentation strategy. - Implementing strong performance management practices, including clear goals, accountability, and continuous coaching. - Designing and executing service models that enable growth without proportional headcount increases. - Championing 1-to-many enablement, including group onboarding sessions, scalable training programs, digital content, and customer education pathways. - Driving customer maturity from reactive support reliance toward proactive value realization. - Leading and developing a globally distributed team of Customer Success professionals. - Building a high-performing CS leadership bench capable of supporting growth surges and new product introductions. - Partnering with People & Culture on talent development, succession planning, and performance reviews. - Utilizing EOS for departmental alignment and execution discipline. - Strengthening alignment with Sales, Product, Engineering, and RevOps to ensure clear handoffs and shared accountability for customer outcomes. - Coaching leaders to achieve their full potential. WHAT YOU'LL NEED To be successful in this role, you will need