INNERGY

• 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. • Define and execute a unified CS vision that aligns segmentation, engagement models, playbooks, and customer outcomes. • Establish clear service tiers, success plans, and ownership models across customer segments and geographies. • Ensure consistent, repeatable processes that scale globally. • 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. • Establish forecasting discipline and renewal visibility aligned with executive expectations. • Own Customer Success technology stack outcomes, including health scoring accuracy, automation maturity, digital engagement coverage, and visibility into adoption. • Drive measurable improvement in health model integrity and proactive outreach effectiveness through platforms such as HubSpot CSP and AI-enabled workflows. • Partner with RevOps to strengthen reporting, segmentation logic, and executive dashboards. • Leverage automation and AI to support 1-to-many customer engagement and scalable education. • Own and operationalize core CS metrics, including retention, net revenue retention, product adoption, customer health, expansion, NPS, and CSAT. • Expand customer sentiment metrics into actionable insights that drive execution. • Build dashboards that provide executive-level and PE-level visibility into CS performance. • Use data to inform capacity planning, prioritization, and segmentation strategy. • Implement strong performance management practices, including clear goals, accountability, and continuous coaching. • Design and execute service models that enable growth without proportional headcount increases. • Champion 1-to-many enablement, including group onboarding sessions, scalable training programs, digital content, and customer education pathways. • Drive customer maturity from reactive support reliance toward proactive value realization. • 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. • Partner with People & Culture on talent development, succession planning, and performance reviews. • Utilize EOS for departmental alignment and execution discipline. • Strengthen alignment with Sales, Product, Engineering, and RevOps to ensure clear handoffs and shared accountability for customer outcomes. • Coach leaders to elevate ownership, strategic thinking, and measurable impact.

• 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.

• Manage and resolve client issues through Intercom and Microsoft Dynamics, ensuring responses meet SLAs and deliver a consistently positive experience. • Communicate complex technical concepts clearly and empathetically to build client confidence and trust. • Diagnose and resolve issues related to INNERGY Design, Microvellum Toolbox, and AutoCAD-based integrations. • Support workflows including CAD integration, library configurations, and manufacturing processes to ensure seamless design-to-production operations. • Tag and label “How-do-I” tickets to train Intercom AI, improving self-service resolution rates. • Leverage ticket history and pattern analysis to improve AI accuracy, reduce manual intervention, and scale automation. • Develop and maintain a knowledge base of reusable responses, how-to articles, and best practices. • Create detailed, reproducible bug reports from client issues. • Collaborate with Engineering and Product teams to drive fast, high-quality fixes. • Accurately tag and categorize tickets for reporting and analytics. Identify trends and partner with peers to refine workflows and elevate the overall support experience.

Role Description The Revenue Operations Manager owns the systems, data, and processes that connect Sales, Marketing, Customer Success, and Finance. You're the person leadership turns to when they need to know whether the forecast is real, where revenue is leaking, and what to fix first. You'll live in HubSpot and you'll live in financial models. You'll know our customers' health before they do. You'll build the playbook that keeps the whole revenue engine running cleanly and predictably. What You'll Own - Strategy & Planning - Build the RevOps roadmap and run the initiatives that move strategy forward, from OKR design to investment recommendations. - Own revenue forecasting across new business, renewals, and expansion. Leadership should never wonder whether the pipeline is real. - Prioritize the system and process work that takes friction out of the buyer journey. - Financial Operations - Build the models behind unit economics, LTV:CAC, payback periods, and the ROI of every GTM bet we make. - Track ARR, MRR, churn, net revenue retention (NRR), and expansion revenue. Surface trends and anomalies before anyone asks. - Drive annual planning and QBRs with scenario modeling and board-ready analysis leadership actually uses. - Keep billing, subscription data in SaaSgrid, and the CRM aligned so revenue is reported accurately the first time. - Customer Success Operations - Build the customer health scoring framework that flags risk and expansion opportunities early. - Define and track the onboarding metrics that matter: time-to-value, completion rates, early adoption signals. - Run the renewal operations calendar. CS shouldn't have to wonder who's at risk or what to do about it. - Tune the CS tooling stack so the post-sale journey feels as deliberate as the pre-sale one. - HubSpot CRM Administration - Own the HubSpot instance: pipeline configuration, custom properties, workflow automation, data governance. - Manage the integrations to SaaSgrid, ZoomInfo, BI tools, and finance systems so we operate on one source of truth. - Build the dashboards and reports Sales, Marketing, and CS leadership rely on daily. - Keep refining the instance to cut rep friction, raise data quality, and reflect how customers actually move through the journey. - Measurement & Influence - Track attainment across Sales and CS, and bring leadership concrete recommendations on how to scale what's working. - Run experiments. Inform marketing investments. Lead market intelligence work. - Measure cross-functional projects with Sales, Marketing, Product, Engineering, and BD so we know what's actually moving the number. Qualifications - 5 to 8+ years in Revenue Operations, Sales Operations, or Finance inside a SaaS B2B company. - Real fluency in financial operations: ARR/MRR reporting, churn analysis, renewal forecasting, unit economics modeling. - Hands-on customer success ops experience: health scoring, onboarding metrics, renewal workflows, playbook execution. - Deep HubSpot expertise across pipeline configuration, custom objects, workflow automation, reporting, and integrations. HubSpot certifications are a strong plus. - Strong analytical and modeling chops. Advanced Excel or Google Sheets is the floor. SQL is preferred. BI tool experience (Tableau, Looker, or equivalent) is strongly preferred. - Experience with SaaSgrid or a comparable subscription management and revenue intelligence platform. - A track record of partnering closely with Sales, Marketing, CS, Product, and Finance leadership. Nice to Have - High-growth SaaS startup or scale-up experience (Series A through C). - ZoomInfo or comparable B2B intelligence platform experience. - Experience standing up a CS ops function: onboarding playbooks, QBR frameworks, expansion motion design. - Comfort owning complex financial models and presenting straight to executive and board audiences. - Background in architectural, construction, or manufacturing verticals. Useful, not required. Accessibility & Work Environment INNERGY 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. Equal Opportunity Employer INNERGY is an Equal Opportunity Employer that values diversity at every level of the organization. We are committed to creating a workplace free from discrimination and harassment. All qualified applicants will be considered without regard to race, color, religion, sex, age, sexual orientation, pregnancy, gender identity or expression, national origin, disability, veteran status, or any other protected characteristic under applicable law. Location Eligibility Notice This is a U.S.-based remote role. Due to current regulatory requirements, we are only able to consider candidates residing in certain U.S. states. Eligible states include, but are not limited to: Texas, Florida, Missouri, Arizona, Indiana, North Carolina, and Wisconsin. At this time, candidates located in California, Colorado, New York, Illinois, Washington, or other states with active pay transparency requirements are not eligible for consideration.

• Own the function. Set the strategy, targets, and operating model for the entire sales development org. • Build the leaders. Hire, develop, and hold accountable the managers and team leads beneath you. • Plan the capacity. Own the headcount and ramp model so pipeline scales in step with company goals. • Defend the forecast. Deliver a pipeline number leadership can build revenue plans around, quarter after quarter. • Align the org. Partner with Marketing, Sales, and RevOps on segmentation, routing, and the definition of a qualified opportunity. • Own the stack and the spend. Choose the tooling and budget that make the team more efficient, and prove the return.

• Build the RevOps roadmap and run the initiatives that move strategy forward, from OKR design to investment recommendations. • Own revenue forecasting across new business, renewals, and expansion. • Prioritize the system and process work that takes friction out of the buyer journey. • Build the models behind unit economics, LTV:CAC, payback periods, and the ROI of every GTM bet we make. • Track ARR, MRR, churn, net revenue retention (NRR), and expansion revenue. • Surface trends and anomalies before anyone asks. • Drive annual planning and QBRs with scenario modeling and board-ready analysis leadership actually uses. • Keep billing, subscription data in SaaSgrid, and the CRM aligned so revenue is reported accurately the first time. • Build the customer health scoring framework that flags risk and expansion opportunities early. • Define and track the onboarding metrics that matter: time-to-value, completion rates, early adoption signals. • Run the renewal operations calendar. • Own the HubSpot instance: pipeline configuration, custom properties, workflow automation, data governance. • Manage the integrations to SaaSgrid, ZoomInfo, BI tools, and finance systems so we operate on one source of truth. • Build the dashboards and reports Sales, Marketing, and CS leadership rely on daily. • Track attainment across Sales and CS, and bring leadership concrete recommendations on how to scale what's working. • Run experiments. Inform marketing investments. Lead market intelligence work. Measure cross-functional projects with Sales, Marketing, Product, Engineering, and BD so we know what's actually moving the number.

• Manage and resolve client issues through Intercom and Microsoft Dynamics • Communicate complex technical concepts clearly to build client confidence • Diagnose and resolve issues related to INNERGY Design, Microvellum Toolbox, and AutoCAD-based integrations • Tag and label “How-do-I” tickets to train Intercom AI • Develop and maintain a knowledge base of reusable responses

• Own and grow a portfolio of existing customers across our product suite. • Strengthen customer partnerships and expand product adoption. • Drive renewals and identify opportunities to deliver additional value. • Work closely with Customer Success to maximize customer outcomes and reduce churn risk. • Manage customer renewals, contract modifications, and commercial discussions. • Collaborate with Customer Success Managers to monitor account health and retention efforts. • Maintain accurate account activity and provide forecasting and reporting related to quota attainment.

• Build and lead education initiatives that acquire customers, enhance user adoption, engagement, and proficiency with INNERGY’s solutions. • Design scalable training programs, coordinate events, and serve as a public ambassador for INNERGY, leading speaking engagements that elevate our brand and customer community. • Develop and deliver educational content, including webinars, workshops, video tutorials, documentation, and interactive training materials to improve customer onboarding and retention. • Facilitate live and virtual training sessions tailored to different user roles and experience levels. • Partner with Customer Success, Sales, and Product teams to identify customer pain points and create targeted education initiatives. • Perform simple video editing to support training materials and education initiatives. • Serve as a public facing representative for INNERGY’s education programs, delivering presentations and workshops regionally. • Plan and execute customer education events, including user conferences, training workshops, and webinars. • Act as a trusted advisor and thought leader by proactively identifying customer education needs and providing relevant learning solutions. • Track the impact of education programs on customer satisfaction and retention.

• Own and grow a portfolio of existing customers across our product suite. • Strengthen customer partnerships, expand product adoption, drive renewals, and identify opportunities to deliver additional value. • Work closely with Customer Success to maximize customer outcomes, reduce churn risk, and support long term account growth. • Drive upsell opportunities through license expansion, additional modules, feature adoption, and service enhancements. • Identify and execute cross sell opportunities by introducing complementary products and solutions. • Develop and maintain strategic account plans that align INNERGY solutions to customer priorities. • Understand customer business objectives, operational challenges, and growth opportunities.