Head of Customer Success

• We’re hiring our first Head of Customer Success to build the systems, team, and operating model that ensure customers consistently realize measurable business value from our platform
• This is a player-coach leadership role. You’ll personally partner with a portfolio of strategic enterprise customers while building the Customer Success organization that will support Axion’s next stage of growth. Working cross-functionally with Sales, Engagement, Product, and Engineering, you’ll define how Customer Success operates—from customer onboarding and adoption through renewal and expansion
• Your mission is to build a measurable, repeatable customer operating system that transforms complex enterprise deployments into realized customer value, durable retention, and long-term expansion
• During your first year, you’ll:
• Establish a unified customer lifecycle with clear ownership across Sales, Engagement, Solutions, Product, and Engineering
• Define the core operating metrics that measure customer success, including retention, adoption, renewal forecasting, customer health, and time-to-value
• Build customer segmentation, service tiers, and scalable operating processes that support future growth
• Implement a validated customer health framework with proactive risk management and executive visibility
• Create repeatable Executive Business Review (EBR) and Mutual Success Planning programs across strategic accounts
• Impact customer retention, adoption, and expansion through measurable business outcomes
• Build and develop a Customer Success organization capable of scaling alongside Axion’s growth
• This is a player-coach leadership position. During your first year, you’ll spend meaningful time partnering directly with executive stakeholders at some of Axion’s largest enterprise customers while simultaneously building the Customer Success organization, operating model, and processes that will support future scale
• You’ll work closely with executive leadership to define how Customer Success measures success, collaborates across the business, and contributes to long-term customer growth
• Build, mentor, and lead a high-performing Customer Success organization
• Design scalable customer success processes, playbooks, and operating rhythms
• Develop customer segmentation, lifecycle management, and service models that improve customer outcomes while enabling future growth
• Establish hiring standards, onboarding programs, and coaching frameworks for the Customer Success team
• Personally manage a portfolio of strategic enterprise customers as an executive sponsor
• Lead executive relationships that drive customer adoption, long-term value, and retention
• Serve as the executive escalation point for high-priority customer situations
• Build a culture centered around measurable customer outcomes rather than activity
• Partner with Sales to identify customer growth opportunities and support long-term account success
• Collaborate with Engagement to ensure successful customer onboarding and deployment
• Work closely with Product and Engineering to translate customer feedback into product improvements
• Advocate for the customer across every stage of the customer lifecycle
• Establish reporting and operational processes around customer health, retention, adoption, and renewal forecasting
• Use customer data to identify risk, prioritize resources, and improve customer outcomes
• Continuously improve Customer Success tooling, automation, and operational processes as the organization scales
• We work with focus and intention, holding ourselves to a high bar while respecting the need for balance. Axion isn’t a traditional 9 to 5 job, but it’s also not a place that glorifies overwork. We take pride in the work, support each other through hard problems, and make space to recharge
• We’re a highly collaborative team that stays connected throughout the day, often over Slack. We share feedback freely, communicate clearly, and make decisions quickly so we can keep momentum without unnecessary meetings. If you value openness, iteration, and shared problem-solving, you’ll fit right in
• 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

Benefits

• Employee stock option program
• Health Savings Account (HSA)
• Unlimited paid time off (PTO)
• Relocation support
• Commuter benefits
• Comprehensive healthcare coverage (100% of employee premiums covered and 70% for dependents)
• 12 weeks of paid parental leave (birthing parents)
• Daily lunch credit when you’re in the office (around $20/day)
• 401(k) plan with optional supplemental life, disability, and more

• 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
• Comfortable working cross-functionally across Sales, Product, Engineering, and Customer-facing teams
• Analytical mindset with experience using data to drive customer outcomes and operational decisions
• 8+ years of Customer Success, Solutions, or post-sale leadership experience within Enterprise SaaS, AI, or complex enterprise technology
• Experience leading and developing Customer Success teams
• Experience designing and scaling Customer Success organizations, including customer segmentation, lifecycle design, health scoring, renewal forecasting, and operational playbooks
• Thrives in high-growth environments where the systems you build become the foundation for future scale
• Strong executive presence with the ability to build trusted relationships across customer executive teams and technical stakeholders
• 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
• Demonstrates success improving customer retention, adoption, and expansion within complex enterprise accounts
• Experience in manufacturing, industrial technology, automotive, aerospace, or other complex operational environments is a plus
• You don’t need constant direction — you create momentum. You take ownership for outcomes, and you expect the same from those around you