Senior Director, Customer Success

About the Company

Axion is at the forefront of transforming product quality and customer satisfaction in manufacturing. Our cutting-edge AI-powered platform empowers manufacturers to swiftly identify, thoroughly investigate, and effectively resolve quality issues while simultaneously elevating customer experiences and outcomes.

Responsibilities

• Build and lead a small CS team, establishing hiring standards, onboarding practices, and a culture of accountability
• Define and operationalize the customer success motion, including onboarding frameworks, health scoring, and expansion playbooks
• Serve as an escalation point for at-risk accounts, partnering cross-functionally to resolve issues
• Act as the voice of the customer internally, synthesizing feedback for Product and Engineering
• Partner with Sales and Vertical leads to identify and close expansion opportunities
• Track and report on key CS metrics including NRR, deployment milestones, and customer health scores

Requirements

• 8+ years of customer success or post-sale experience in enterprise SaaS or AI
• At least 2 years in a leadership capacity
• Proven track record owning NRR and driving expansion within complex enterprise accounts
• Experience building or significantly scaling a CS function
• Ability to engage with both executive sponsors and operational end users
• Strong analytical instincts using data to identify risk and prioritize effort

Preferred Qualifications

• Experience in manufacturing, industrial, or operational technology environments