Senior Director, Customer Success

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.

- 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.

- 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.

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.

If you’re excited to help shape a company redefining how manufacturing operates—and you thrive in a culture built on ownership, clarity, and trust—you’ll feel at home here.