Customer Success Manager
TLDR
Drive adoption and retention for Microvellum and INNERGY Engineering customers through strategic reviews, success planning, and cross-functional advocacy.
The Customer Success Manager (CSM) is responsible for helping Microvellum and INNERGY Engineering customers realize the full value of their investment. Acting as a trusted advisor, the CSM builds strong customer relationships, drives product adoption, supports long-term business outcomes, and works proactively to maximize customer retention and growth.
This role partners closely with Professional Services, Technical Support, Sales, and Product to ensure customers have a seamless experience throughout their lifecycle. Success is measured by customer satisfaction, product adoption, renewals, expansion opportunities, and the ability to create raving fans.
What You'll Do
- Serve as the primary post-implementation relationship owner for a portfolio of Microvellum and INNERGY Engineering customers.
- Develop trusted advisor relationships with executive sponsors, administrators, engineers, and end users.
- Drive customer adoption through strategic business reviews, success planning, training recommendations, and proactive engagement.
- Monitor customer health, identify risks, and develop action plans to improve customer outcomes and retention.
- Partner with Technical Support and Professional Services to coordinate issue resolution and advocate for customer needs.
- Identify opportunities for additional training, consulting, products, and services that help customers maximize their investment.
- Collaborate with Sales on renewal and expansion opportunities while ensuring a seamless customer experience.
- Capture customer feedback and partner with Product to influence future enhancements.
- Maintain accurate customer health metrics, account plans, and activity within CRM.
- Champion the voice of the customer across the organization.
What Success Looks Like
- High customer retention and renewal rates.
- Strong adoption of Microvellum and INNERGY Engineering solutions.
- Excellent customer satisfaction (CSAT) and relationship health.
- Accurate forecasting of customer risk and growth opportunities.
- Consistent executive engagement and strategic account planning.
- Customers who become advocates for Microvellum, INNERGY Engineering, and INNERGY.
- 3+ years of Customer Success, Account Management, Professional Services, or related SaaS experience.
- Experience managing a portfolio of B2B customers.
- Strong consultative communication and relationship-building skills.
- Ability to manage multiple customer priorities in a fast-paced environment.
- Excellent problem-solving and project coordination abilities.
- Experience with CRM platforms such as HubSpot, Salesforce, or similar.
- Bachelor's degree or equivalent experience preferred.
Preferred Qualifications
- Experience in woodworking, millwork, cabinetry, manufacturing, CAD/CAM, ERP, engineering software, or construction technology.
- Knowledge of Microvellum, INNERGY Engineering, or similar manufacturing and engineering software solutions.
- Experience conducting executive business reviews and customer success planning.
- Background partnering with implementation or technical teams.
All your information will be kept confidential according to EEO guidelines.
Benefits
Remote-Friendly
Fully remote role
INNERGY is transforming the woodworking industry with purpose-built, cloud-based ERP software designed exclusively for custom manufacturers. Our platform empowers businesses to operate smarter and more efficiently by seamlessly connecting design, production, and delivery processes. With a globally distributed team and the recent acquisition of Microvellum, we're enhancing our capabilities and striving to deliver a truly connected, end-to-end solution for custom manufacturers.