Job DescriptionThe 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.
Qualifications- 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.
Additional InformationAll your information will be kept confidential according to EEO guidelines.
Accessibility & Work EnvironmentINNERGY is committed to fostering an inclusive and accessible workplace. We support reasonable adjustments for individuals with disabilities in accordance with applicable laws. If you require any accommodations during the recruitment process or in your role, please let us know.
This role is primarily computer-based and may involve extended periods of screen time and frequent communication through digital tools. Work may be performed remotely or in an office setting, depending on the role and location. We prioritize employee wellbeing, flexibility, and a safe, supportive work environment across all regions.
