Customer Success Manager

About INNERGY

INNERGY is revolutionizing the woodworking sector through specialized, cloud-based ERP software tailored specifically for custom manufacturers. Our innovative platform enables businesses to operate with greater intelligence, speed, and efficiency by seamlessly integrating design, production, and delivery processes for architectural millwork, cabinetry, and casework teams.

Founded in 2016, INNERGY is a global team of over 200 professionals united by software expertise and a dedication to solving impactful real-world challenges. We emphasize collaboration, creativity, and accountability while cultivating a culture that supports and inspires employees to excel.

Following the acquisition of Microvellum, a respected leader in design-to-manufacturing solutions, INNERGY is poised for significant growth, expanding capabilities and accelerating our vision for an end-to-end platform for custom manufacturers.

Role Overview

The Customer Success Manager (CSM) will play a pivotal role in helping customers of Microvellum and INNERGY Engineering maximize the value of their software investments. Acting as a trusted advisor, the CSM builds strong relationships, encourages product adoption, ensures customer retention and growth, and supports long-term business goals.

This position collaborates closely with Professional Services, Technical Support, Sales, and Product teams to deliver a smooth customer experience throughout the lifecycle.

Key Responsibilities

• Act as the main post-implementation contact for a portfolio of Microvellum and INNERGY Engineering customers.
• Establish trusted advisory relationships with a range of stakeholders including executive sponsors, administrators, engineers, and end-users.
• Drive adoption through strategic business reviews, success planning, training, and proactive outreach.
• Monitor customer health, identify potential risks, and create action plans to enhance outcomes and retention.
• Coordinate issue resolution with Technical Support and Professional Services while advocating customer needs.
• Discover additional opportunities for training, consulting, products, or services to help customers fully leverage their investment.
• Collaborate with Sales to support renewals and expansions ensuring a consistent and positive customer experience.
• Gather customer feedback and work with Product teams to guide future software improvements.
• Maintain up-to-date customer health metrics, account plans, and activities within CRM systems.
• Promote the customer’s perspective internally across the organization.

Success Metrics

• High rates of customer retention and contract renewals.
• Robust adoption of Microvellum and INNERGY Engineering products.
• Strong customer satisfaction (CSAT) and relationship health indicators.
• Accurate identification and forecasting of customer risks and growth potentials.
• Consistent engagement with executives and thorough strategic account management.
• Development of customers into enthusiastic advocates for the company and its solutions.

Candidate Qualifications

• Minimum of 3 years’ experience in Customer Success, Account Management, Professional Services, or similar SaaS roles.
• Proven track record managing portfolios of B2B customers.
• Excellent consultative communication and relationship-building capabilities.
• Ability to balance multiple customer priorities effectively in a fast-paced environment.
• Strong analytical, problem-solving, and project coordination skills.
• Familiarity with CRM platforms such as HubSpot, Salesforce, or equivalents.
• Bachelor’s degree or equivalent professional experience preferred.

Preferred Experience

• Background or interest in woodworking, millwork, cabinetry, manufacturing, CAD/CAM, ERP, engineering software, or construction technology sectors.
• Prior experience with Microvellum, INNERGY Engineering, or related manufacturing and engineering software solutions.
• Capability to conduct executive business reviews and formulate customer success plans.
• Experience working alongside implementation or technical teams.

Additional Information

All applicant information will be handled confidentially in compliance with Equal Employment Opportunity (EEO) regulations.

Accessibility and Work Environment

INNERGY is committed to building an inclusive and accessible workplace. Reasonable accommodations will be provided for individuals with disabilities during recruitment and employment as per applicable laws.

This role is primarily computer-based with extended screen time and frequent use of digital communication tools. Work may be remote or onsite based on role and location. INNERGY prioritizes employee wellbeing, flexible work arrangements, and a safe, supportive environment globally.

Equal Opportunity Employer

INNERGY is an Equal Opportunity Employer that embraces diversity and prohibits discrimination and harassment. All qualified candidates will receive consideration regardless of race, color, religion, sex, age, sexual orientation, pregnancy status, gender identity, national origin, disability, veteran status, or other legally protected characteristics.

Location Eligibility Notice

This is a U.S.-based remote position. Due to regulatory constraints, applicants must reside in certain approved states including Texas, Florida, Missouri, Arizona, Indiana, North Carolina, and Wisconsin.

Candidates from California, Colorado, New York, Illinois, Washington, or states with strict pay transparency laws are presently ineligible to apply.