Senior Director, Customer Success

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