Senior Director, Customer Success
Lead and scale post-sale customer experience at an AI manufacturing platform. Own strategic enterprise accounts while building a high-performing CS team and defining CS processes.
About the job
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
Nice-to-Haves
- Experience in manufacturing, industrial, or operational technology environments
Compensation & Benefits
- Competitive compensation, equity, and benefits
- Generous time off
- Lunch stipend
Skills
Customer Success, Nrr, Enterprise Saas, AI, Account Expansion, QBRs, Customer Health Scoring, Cross-Functional Collaboration, Team Leadership, Data Analysis
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