Director of Customer Success

Customer Success Strategy & Operating System:

• Own the end-to-end Customer Success journey, including onboarding, adoption, value realization, and expansion.
• Design, implement, and continuously refine the Customer Success operating system across all INNERGY products.
• Establish clear service tiers, success plans, and ownership models across customer segments and geographies.

Revenue & Retention Accountability:

• Own retention, expansion, and customer health outcomes across the portfolio.
• Partner with Sales and Account Management to drive renewals, cross-sell, and upsell strategies.
• Build proactive risk mitigation frameworks to reduce churn and increase lifetime value.

Team Leadership & Cross-Functional Alignment:

• Lead and develop a globally distributed team of approximately 10–15 Customer Success professionals.
• Build a high-performing CS leadership bench capable of supporting growth surges and new product introductions.
• Strengthen alignment with Sales, Product, Engineering, and RevOps to ensure clear handoffs and shared accountability.