Director OF Customer Experience

Company Description INNERGY is transforming the woodworking industry with purpose built, cloud based ERP software designed exclusively for custom manufacturers. Our platform helps businesses operate smarter, faster, and more efficiently while seamlessly connecting design, production, and delivery for teams creating architectural millwork, cabinetry, and casework. What truly sets INNERGY apart is our people. Founded in 2016, we are a globally distributed team of 200 plus professionals united by deep software expertise and a shared passion for solving meaningful, real world problems. We value collaboration, creativity, and ownership, and we are intentional about building not only powerful products, but also a culture where people feel supported, heard, and inspired to do their best work. With strong momentum and the recent acquisition of Microvellum, a trusted leader in design to manufacturing solutions for the woodworking industry, INNERGY is entering an exciting new phase of growth. This combination expands our capabilities, deepens our industry impact, and accelerates our vision of delivering a truly connected, end to end platform for custom manufacturers. As we scale thoughtfully and bring together top talent and new perspectives, this is a unique opportunity to join a company where your work will have visible impact, your ideas will help shape decisions, and your contributions will play a meaningful role in defining the future of a fast evolving product, team, and industry. Job Description The Director of Customer Enablement is responsible for building and leading INNERGY's customer enablement strategy across the entire post-sale customer journey. This leader will ensure both customers and Customer Experience teams have the knowledge, resources, and confidence to successfully adopt, implement, and maximize the value of INNERGY's solutions. Success in this role requires a strategic leader who can combine product expertise, customer enablement best practices, learning and development, cross-functional leadership, analytics, and operational execution to build a world-class Customer Enablement function that scales alongside the business. This individual will own the strategy, programs, content, and operational framework that enable employees and customers realize the full value of INNERGY's products throughout the customer lifecycle. Responsibilities Product Enablement Strategy Develop and execute INNERGY's customer enablement strategy across the entire post-sale customer lifecycle. Define how Customer Success, Professional Services, Onboarding, Customer Support, and customers are enabled to successfully adopt and utilize INNERGY's products. Build scalable, repeatable enablement programs that improve product proficiency, adoption, utilization, and customer outcomes. Establish a clear customer enablement roadmap aligned with Product, Customer Experience, and company priorities. Define, monitor, and report on KPIs that measure enablement effectiveness and business impact. Ensure all enablement initiatives support INNERGY's mission of creating Raving Fans . Internal Customer Experience Enablement Serve as the primary enablement partner for Customer Success, Professional Services, Onboarding, and Customer Support. Develop role-based product learning paths for post-sale employees. Build structured onboarding and continuous learning programs for new and existing Customer Experience team members. Create internal product certifications and proficiency programs. Develop and maintain product playbooks, process documentation, job aids, FAQs, demonstration assets, and best-practice resources. Ensure post-sale employees possess the knowledge and confidence to guide customers effectively and consistently. Partner with Customer Experience leaders to identify product knowledge gaps and address them through targeted enablement. Foster a culture of continuous learning, accountability, customer advocacy, and the creation of Raving Fans . Customer Product Enablement & Adoption Design and deliver scalable customer-facing enablement programs that improve adoption throughout the customer lifecycle. Develop learning resources supporting onboarding, implementation, go-live, adoption, optimization, and expansion. Create product training, webinars, digital learning assets, walkthroughs, office hours, videos, and self-service resources. Partner with Customer Success to identify customers or segments requiring additional enablement. Lead targeted adoption campaigns focused on underutilized or strategic product capabilities. Ensure customer-facing content is practical, relevant, and aligned with how customers use INNERGY solutions in their businesses. Increase customer confidence, product proficiency, satisfaction, retention, advocacy, and long-term customer success. Product Release Readiness Partner closely with Product to ensure Customer Experience teams and customers are fully prepared for new releases and product enhancements. Establish a consistent release readiness process across the post-sale organization. Translate technical product updates into clear, actionable guidance for internal teams and customers. Develop release briefings, FAQs, training materials, videos, product guides, and customer enablement assets. Coordinate release communications across Product, Marketing, Customer Experience, Sales, and Engineering. Assess enablement impacts and identify risks associated with product changes. Gather post-release feedback and continuously improve future release and enablement processes. Product Knowledge Management Own the customer enablement content ecosystem supporting both Customer Experience teams and customers. Establish governance standards for creating, organizing, reviewing, and maintaining enablement content. Ensure content remains accurate, current, searchable, and easily accessible. Maintain product documentation, knowledge articles, FAQs, guides, videos, training materials, and release resources. Identify outdated or ineffective content and lead continuous improvement initiatives. Partner with Product and Customer Support to improve documentation quality and self-service resources. Cross-Functional Leadership Serve as the primary connection point between Product and the Customer Experience organization. Build strong partnerships across Product, Customer Success, Professional Services, Onboarding, Customer Support, Marketing, Sales, and Engineering. Represent the needs of customers and post-sale teams during product planning and release readiness discussions. Ensure enablement priorities align with customer needs, operational readiness, and business strategy. Partner with the Marketing Education team to maintain a clear distinction between customer product enablement and strategic industry education. Promote consistency across all customer-facing product messaging and educational content. Influence cross-functional stakeholders and drive alignment without relying solely on direct authority. Analytics & Continuous Improvement Measure enablement effectiveness using operational, customer, learning, and product data. Track key metrics including product adoption, feature utilization, training participation, proficiency, time-to-value, support trends, and customer satisfaction. Identify relationships between enablement participation and customer outcomes. Leverage customer feedback, employee feedback, support trends, and adoption data to continuously improve enablement programs. Provide regular reporting, recommendations, and insights to Customer Experience leadership and executive leadership. Identify opportunities to leverage automation, AI, and emerging technologies to improve enablement effectiveness and scale self-service capabilities. Team & Program Leadership Build and lead a high-performing Customer Enablement function. Establish clear team priorities, roles, operating rhythms, and accountability. Recruit, coach, and develop team members responsible for product training, enablement content, customer education, and learning programs. Lead multiple strategic and operational initiatives simultaneously while balancing long-term vision with day-to-day execution. Foster a culture centered on measurable outcomes, collaboration, continuous improvement, customer advocacy, and the creation of Raving Fans . Qualifications We're looking for a strategic leader who is passionate about helping customers and customer-facing teams get the most value from technology. The ideal candidate combines product knowledge, customer empathy, operational excellence, and the ability to influence across the organization. Required Qualifications 8+ years of experience in Customer Enablement, Product Enablement, Customer Success, Professional Services, Product Management, Product Marketing, or a related field. Experience building and scaling enablement programs for complex B2B SaaS, ERP, or enterprise software solutions. Demonstrated success enabling both customer-facing teams and customers to drive product adoption and business outcomes. Strong understanding of the post-sale customer lifecycle, including onboarding, implementation, adoption, value realization, and customer success. Experience partnering closely with Product teams and translating complex product capabilities into practical, audience-specific learning experiences. Experience creating scalable learning programs, digital content, webinars, product documentation, knowledge resources, and self-service experiences. Exceptional cross-functional leadership and stakeholder management skills. Outstanding written, verbal, facilitation, and presentation abilities. Strong program management skills with the ability to prioritize and execute multiple strategic initiatives in a fast-paced environment. Experience using customer insights, product data, and business metrics to measure success and continuously improve enablement programs. A customer-first mindset and a genuine passion for creating Raving Fans . Preferred Qualifications Experience with one or more of the following is highly desirable: ERP software platforms. Manufacturing, woodworking, millwork, cabinetry, construction, building products, or industrial technology. Enterprise software implementations and complex customer workflows. Internal certification, product accreditation, or learning program development. Learning Management Systems (LMS), knowledge management platforms, digital adoption platforms, and Customer Success technologies. Product migrations, integrations, acquisitions, or platform transformations. Building release readiness and go-to-market enablement programs. Product analytics and customer usage data to drive adoption strategies. Building or scaling a Customer or Product Enablement function. What Success Looks Like Within your first 12 months, you'll establish the foundation for a world-class Customer Enablement organization while delivering measurable improvements across customer adoption, employee readiness, and customer outcomes. Product Adoption You'll: Increase adoption and utilization of priority INNERGY product capabilities. Improve customer readiness for new product releases and enhancements. Launch targeted adoption programs for strategic and underutilized features. Increase customer confidence and proficiency using INNERGY solutions. Customer Experience Readiness You'll: Build a repeatable enablement program supporting Customer Success, Professional Services, Onboarding, and Customer Support. Establish standardized, role-based product learning paths. Improve product knowledge and confidence across the Customer Experience organization. Implement a scalable, measurable release readiness program. Customer Outcomes You'll: Accelerate customer time-to-value. Improve enablement throughout onboarding and implementation. Expand the availability and adoption of high-quality self-service learning resources. Reduce avoidable product-related support contacts through proactive education. Improve customer satisfaction, confidence, retention, advocacy, and ultimately create more Raving Fans . Operational Excellence You'll: Establish customer enablement KPIs, executive dashboards, and reporting. Build scalable governance for enablement content and knowledge management. Improve the consistency, quality, accessibility, and usability of internal and customer-facing resources. Create sustainable operating rhythms between Product, Customer Experience, Marketing, Engineering, and other key stakeholders. Strategic Impact You'll: Support the successful adoption of Microvellum capabilities and future strategic product investments. Build a scalable Customer Enablement function that grows alongside INNERGY's expanding product portfolio. Become a trusted advisor to Product, Customer Experience, and executive leadership. Demonstrate a measurable connection between customer enablement, customer outcomes, product adoption, retention, advocacy, and INNERGY's mission of creating Raving Fans . Additional Information All your information will be kept confidential according to EEO guidelines. 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.