Director, Customer Success

About The Role

AON3D is seeking a Director, Customer Success to own the end-to-end post-sale customer experience across success planning, software and printer support, renewals, training, and escalations. This is a senior leadership role that bridges commercial and technical functions, replacing responsibilities currently shared across multiple leaders. Reporting to executive leadership, this person will be accountable for building trust with strategic and at-risk accounts, driving renewal performance, and creating the operating rhythms that ensure customers receive consistent, high-quality support. The role is both strategic and hands-on — part account leader, part support operator, part technical program manager.

What You Will Do

• Own the post-sale customer relationship for strategic and at-risk accounts, encompassing onboarding, adoption, training, support-plan value realization, and renewals.
• Lead high-severity customer escalations across printer support, software support, field reliability, and service logistics — converting complex technical situations into clear customer communication with defined timelines and next steps.
• Manage a technical, engineering-focused customer success team to deliver superior customer outcomes.
• Coordinate customer training programs, including on-site sessions, retraining after operator turnover, and training bundled as part of renewal motions.
• Lead renewals for Success Plans, software support, and other aftermarket offerings; structure commercial proposals that align customer needs with service delivery realities.
• Define support boundaries and escalation paths for standard systems, beta systems, and issues requiring engineering engagement.
• Maintain a customer-centric operating rhythm across Success, Applications, Software, and Engineering so internal messaging is aligned before it reaches the customer.
• Ensure customer activity is captured in systems of record, including CRM and ticketing workflows, support history, diagnostic context, and account summaries.
• Partner with Sales on handoff quality, expansion context, renewals, reference-ability, and executive account strategy.
• Build and continuously improve lightweight but rigorous processes for account assignment, support handoffs, field visit follow-up, and customer communications.

What We Are Looking For

• 7+ years in customer success, field service, technical account management, support leadership, or aftermarket operations within a capital equipment, industrial automation, robotics, manufacturing-tech environment.
• Strong commercial instincts: proven track record managing renewals, pricing conversations, and packaging of service, training, and support offerings.
• Technical fluency sufficient to drive triage, set expectations credibly, and communicate effectively with engineering teams — without needing to be the deepest technical resource in the room.
• Experience handling escalations involving hardware, software, field reliability, operator training, and cross-functional root-cause investigations.
• Demonstrated ability to create process from ambiguity: account handoffs, service plans, escalation workflows, customer notes, and team operating cadences.
• Excellent written communication and sound judgment — particularly in determining what to communicate to customers, when to escalate, and how to keep internal and external messaging aligned.
• Experience with CRM and support tooling (e.g., HubSpot) and cross-functional coordination platforms (e.g., Slack-based support workflows).
• Experience with industrial 3D printing, machine tools, lab equipment, factory automation, or other technical hardware sold with ongoing service and support plans is strongly preferred.
• Strong written and oral communication skills in English are required to effectively collaborate with teams, customers, and partners located outside Québec. French language skills are an asset.

Location and Work Model

Location: Montreal
Work model: Hybrid
Employment type: Full-time, permanent