Customer Success Manager

Job Description

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.
• Clients 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.