Head of Customer Success

About the Role:

We are seeking a Senior Director of Customer Success to lead and scale Axion’s post‑sale customer experience. This is a player‑coach role: you will directly own a portfolio of strategic enterprise accounts while building and managing a small, high‑performing CS team. You will sit within Axion’s Solutions organization and work closely with Engagement, Product, and Engineering to ensure customers realize measurable value from the platform.

Key Responsibilities:

• Build and lead a small CS team, establishing hiring standards, onboarding practices, and a culture of accountability and customer obsession.

• Define and operationalize the customer success motion at Axion, including onboarding frameworks, health scoring, QBR cadences, and expansion playbooks.

• Serve as an escalation point for at‑risk accounts, partnering cross‑functionally to resolve issues and restore customer confidence.

• Act as the voice of the customer internally; synthesizing feedback from the field into actionable input for Product and Engineering.

• Partner with Sales and Vertical leads to identify and close expansion opportunities within the existing customer base.

• Track and report on key CS metrics including NRR, deployment milestones, time‑to‑value, and customer health scores.

Requirements:

• 8+ years of customer success or post‑sale experience in enterprise SaaS or AI, with at least 2 years in a leadership capacity.

• Proven track record owning NRR and driving expansion within complex, multi‑stakeholder enterprise accounts.

• Experience building or significantly scaling a CS function; you’ve written the playbook, not just run it.

• Comfortable with technical products and deployment complexity; able to engage credibly with both executive sponsors and operational end users.

• Strong analytical instincts— you use data to identify risk, prioritize effort, and communicate customer health clearly to internal stakeholders.

• Experience in manufacturing, industrial, or operational technology environments is a plus.

• Thrives in a high‑growth, early‑stage environment where the structure you build is the structure that scales.

Who You Are:

You’re a builder and operator who thrives in fast‑moving, high‑accountability environments. You take pride in getting things done — thoughtfully, efficiently, and without drama. You’re energized by ambiguity, skilled at bringing clarity, and comfortable flexing between strategy and execution. You value feedback — giving it, receiving it, and acting on it — and you see collaboration as a competitive advantage, not a burden. You’re low‑ego but high‑agency: you care about winning as a team more than being right individually. You move quickly, communicate directly, and make decisions grounded in impact and data.

You don’t need constant direction — you create momentum. You take ownership for outcomes, and you expect the same from those around you.

What we Offer

• Work with cutting‑edge AI technology making a tangible impact in manufacturing

• Collaborative, mission‑driven team and supportive leadership

• Generous time off

• Competitive compensation, equity, and benefits

• Lunch stipend

• And much more