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

• Connect with customer-obsessed professionals who want to own outcomes from onboarding through renewal and expansion • Always looking to build a talent community for future Customer Success opportunities

• Set the overall vision and strategic plan for the Customer Success organization, focusing on driving successful post-sales deployments, customer retention, and customer support • Evaluate opportunities for revenue expansion (seat licenses, product add-ons/cross-sells and other value adds) together with sales team • Work collaboratively with cross-functional teams (Customer Support, Product, Engineering) to resolve internal bottlenecks, identify customer-driven product requests, and deliver daily results to customers • Drive efficiencies in implementation and onboarding to ensure a seamless customer experience • Measure customer satisfaction and implement a plan to respond to feedback and increase reference ability • Grow product adoption through successful onboarding and training initiatives • Be the voice of the customer! Ensure that we can share customer case studies and use cases both externally and internally

Role Description Serve as the primary point of contact for strategic assigned firms, fostering trusted relationships with key stakeholders including firm owners, decision-makers, and LEAP champions and be responsible for maintaining excellent client relationships. - Drive early adoption and long-term success through proactive outreach, regular check-ins, and strategic success planning. - Facilitate recurring business reviews (QBRs) and success check-ins to identify opportunities for increased usage, new integrations, or process automation. - Collaborate cross-functionally with Product, Support, and Training teams to resolve issues, share insights, and improve client experience. - Provide guidance on best practices for billing, reporting, accounting integrations (e.g., QBO, LEDES), and document automation workflows. - Identify and act on expansion and upsell opportunities based on client needs and usage patterns. - Lead and mentor a small team of Client Success Managers, providing coaching, development, and performance feedback to help them grow in their roles. - Contribute to the continuous improvement of Client Success programs, playbooks, and resources that drive scalable engagement across our portfolio. Qualifications - Previous people leadership experience or demonstrated ability to coach and mentor peers or junior team members. - Strong relationship-building and communication skills, with the ability to navigate complex client environments and influence outcomes. - Conflict management & resolution to prevent early churn or client escalations. - Knowledge of accounting and billing processes, including QuickBooks Online, bank reconciliation, LEDES billing, and trust accounting best practices. - Knowledge of Integrations and ability to upsell. - LEAP reporting. - Deliver high level of client interaction with exceptional oral and written communication. - Top candidates will have the ability to think quickly on their feet and thrive in fast-paced environments. Benefits - Medical, Dental and Vision Plans Available - Fully remote work - 401k with Company Matching Program - Virtual Staff Events - Employee Assistance Plans - Flexible Annual Leave - Company Shares Opportunity - Salary range $90k-110k dependent upon experience Company Description LEAP is the leading provider of Legal Practice Productivity Solutions in the world and is part of ATI – one of the largest international LegalTech companies. For more than 30 years, our curiosity and commitment to continual improvement has kept us reimagining productivity tools for lawyers and their staff to support our guiding purpose, to ‘Help lawyers who help people’. The market leading software we develop and support is used by more than 100,000 lawyers and their staff in small and medium sized law firms. Working alongside our international team of passionate high achievers, you’ll join a fast-growing technology business where things seldom stay the same for long. With more than 1000 smart, caring and ambitious ‘LEAPsters’ working together across Australia, Canada, the United States, the United Kingdom, the Republic of Ireland, Poland and New Zealand, you’ll find yourself in good company here.