• Own the end-to-end post-sale customer journey, including new customer kickoff, customer success, and ongoing customer support. • Define and execute a unified vision for Customer Success and Support that aligns teams, tools, metrics, and outcomes across INNERGY ERP and Microvellum CAD/CAM Products. • Ensure support and CSM teams follow consistent, repeatable processes that scale across customer segments and geographies. • Partner closely with Support management to align escalation paths, ownership models, and customer health visibility. • Embrace and expand Intercom Fin AI & Hubspot CSP – existing solutions that need TLC. • Directly manage senior leaders and key contributors across Customer Success, and Support. • Own and operationalize core post-sale metrics, adoption, retention, utilization, customer health, and support trends. • Lead the delivery of world-class, scalable support and success experiences while maintaining efficiency and consistency.