• Own end-to-end delivery oversight for complex, high-value MedTech accounts. • Represent the full portfolio of IQVIA™ information assets delivered to the client. • Establish and manage delivery governance, including service levels, KPIs, issue escalation, and change management. • Ensure all contractual deliveries are met with high standards of quality, accuracy, and timeliness. • Serve as the primary owner of customer satisfaction, ensuring delivery excellence and proactive issue management. • Collaborate with Sales, Consulting, Delivery, and Solution Specialists to support customer initiatives and revenue goals.

• Monitor account health post Go-live and create and execute action plans to increase adoption, maximize platform utilization and prevent churn. • Collaborate in the implementation of a scalable customer engagement strategy. • Interactive and engaging relationship management of the live customer base, driving customer satisfaction and product adoption, retention, renewal and expansion. • Analyze, present and discuss data insights with clinicians and administrators, with an ability to understand their operational and clinical goals. • Influence and collaborate with the wide Medtronic sales team to increase confidence with Touch Surgery Ecosystem technology and drive commercial results. • Lead customer business reviews - engage with clinical and administrative stakeholders and ensure polished communication and collaboration with Surgeons, Nurses, Administrators, OR Managers, Residents and Hospital IT. • Develop and maintain a deep understanding of the Touch Surgery Ecosystem and build working relationships with internal product and engineering teams to ensure real-world client feedback is incorporated into product development. • Identify and discuss with hospital stakeholders (clinical and managerial) new use cases for our products in line with customer needs, and new product feature developments. • Develop and maintain a deep understanding of the Touch Surgery Ecosystem and how to integrate it with clinical workflows. • Reinforce product training and introduce new features/upgrades to the clinical teams. • Product operation and troubleshooting, supported by our expert technical teams. • Augment implementation capacity and assist in the Go-Live of our technologies for selected projects, in support of the Implementation team.

Role Description - Client Outcomes & Health Monitoring: Maintain quantified health scores per account covering usage, support tickets, sentiment, ROI, and adoption. Identify risk before the client raises it. - QBR Delivery: Run outcome-focused Quarterly Business Reviews. These are ROI reviews and adoption gap analyses, not status updates. Show clients the business impact of their channel programs. - Retention & Expansion: Own renewal outcomes (not contract negotiation). Identify expansion opportunities and partner with sales on growth. - Escalation Communication: Single voice to the client during quality issues, outages, or delivery concerns. Coordinate internally, communicate externally with clarity and confidence. - Cross-Functional Coordination: Work daily with Field Product Managers (specs, requirements) and Forward Deployed Engineers (integrations, data mapping). Translate client needs into actionable product input. - Client Advocacy & Product Feedback Loop: Represent the client's voice in roadmap discussions. Surface patterns across accounts that inform platform investment. - What You Do NOT Own: - Technical specifications — Owned by the Field Product Manager - Data mapping or integration work — Owned by the Forward Deployed Engineer - Sprint planning or delivery commitments — Owned by the Director of Tech Solutions Lab - Fixing defects — Owned by Engineering. Your job is to ensure the client feels heard, informed, and confident the issue is being addressed. Qualifications - 5+ years in Customer Success, Account Management, or Client Services in B2B SaaS or enterprise technology - Experience managing a portfolio of enterprise accounts ($100K+ ARR each) - Track record of retention and expansion in complex, multi-stakeholder environments - Strong analytical skills — comfort with health scoring frameworks, data-driven QBRs, and usage analytics (Logrocket, etc) - Exceptional communication skills — ability to serve as the single voice to a client during escalations - Experience working cross-functionally with Product, Engineering, and Sales teams - Demonstrated experience using AI tools to synthesize insights or automate reporting workflows — beyond basic chatbot or prompt usage. Preferred Qualifications - Experience in channel marketing, incentive management, or partner enablement platforms - Background in companies transitioning from services-heavy to product-led models - Familiarity with health scoring tools (Gainsight, ChurnZero, or similar) - Experience building CS processes from the ground up (this is a greenfield function)

Role Description We are seeking a strategic, execution-oriented Director of Customer Success to lead and unify the post-sale customer experience across INNERGY ERP and Microvellum CAD/CAM. This leader will own the Customer Success operating system, including: - Service model design - Customer segmentation - Tooling - Performance management - Scalable enablement The mandate is to build a consistent, measurable, and scalable CS organization that drives adoption, retention, expansion, and long-term customer value across all products and regions. This role oversees a globally distributed organization of approximately Customer Success professionals, including team leads and Customer Success Managers. The Director brings a private equity mindset, balancing customer experience excellence with operational rigor, disciplined metrics, and scalable execution. A core focus of this role is aligning the CS team around one unified post-sale strategy while leveraging AI, automation, and 1-to-many enablement to drive outcomes without linear headcount growth. Key Responsibilities - Customer Success Strategy & Operating System - 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. - Revenue & Retention Accountability - 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. - CS Technology & Automation Ownership - 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. - Metrics, Performance & Operational Excellence - 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. - Scalable Customer Enablement - 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. - Team Leadership & Cross-Functional Alignment - 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. Qualifications - Proven leadership experience in Customer Success and/or Customer Support within a SaaS, ERP, or complex software environment. - Experience operating in private equity–backed organizations, including navigating rapid growth, change, and operational rigor. - Demonstrated success building and scaling customer-facing teams through growth and new product expansion. - Strong operational mindset with experience owning metrics, performance management, and service operations. - Track record of delivering scalable, world-class customer experiences without linear headcount growth. - Experience leveraging AI, automation, and 1-to-many enablement to improve efficiency and customer outcomes. - Exceptional leadership, communication, and cross-functional collaboration skills. - Experience supporting globally distributed teams and customers across multiple regions and time zones. - Familiarity with ERP, manufacturing, woodworking, cabinetry, or adjacent industries is a plus. What Success Looks Like - A unified, scalable Customer Success operating model across all products. - Improved retention and Net Revenue Retention. - Strong renewal forecasting discipline and executive visibility. - Increased adoption and expansion without linear headcount growth. - Clear, trusted customer health insights that drive proactive action. Benefits - Opportunity to shape and scale a mission-critical Customer Success & Support function during a high-growth phase. - Direct influence on customer outcomes, retention, and long-term value. - Ability to build a modern, unified Customer Success & Support organization. - Work alongside experienced executive leadership in a PE-backed environment. - A culture that values accountability, continuous improvement, and innovative service delivery. Accessibility & Work Environment INNERGY is committed to providing an inclusive and accessible work environment. We support reasonable workplace adjustments for individuals with disabilities in accordance with applicable laws. If you require adjustments during the recruitment process or in your role, please let us know. This role is primarily computer-based and may involve extended screen time and regular communication through digital channels. Work may be performed in a remote or office-based environment, depending on role and location. INNERGY is committed to supporting employee wellbeing, flexibility, and a safe working 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. Department Customer Success