Head of Customer Success

Job description

Founded in 2021, Axion is at the forefront of transforming product quality and customer satisfaction in manufacturing. Our cutting-edge AI-powered platform empowers manufacturers to swiftly identify, thoroughly investigate, and effectively resolve quality issues while simultaneously elevating customer experiences and outcomes. As trailblazers in end-to-end quality intelligence, we're setting new industry standards. Our innovative approach enables industrial, aerospace, consumer, and medtech manufacturers to harness the power of quality and post-market data, driving down costs and boosting business performance. Our vision extends beyond mere problem-solving; we're committed to reshaping the future of manufacturing. By seamlessly integrating advanced AI technology with deep industry expertise, Axion is paving the way for smarter, safer, and more efficient production processes across diverse sectors. Backed by leading investors, including Bessemer Venture Partners, Amplo, Boeing, and RTX Ventures, Axion is poised to lead the quality revolution in manufacturing. ABOUT THE ROLE: We are seeking a Head 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. 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. WHO YOU ARE: 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. You don’t need constant direction — you create momentum. You take ownership for outcomes, and you expect the same from those around you. HOW WE OPERATE 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. We: - Collaborate deeply. Feedback is part of how we build; everyone has a voice, and ideas win on merit. - Leave ego at the door. Titles don’t define value—contribution does. - Bias toward action. We favor progress over perfection and learn as we go. - Communicate with clarity. Direct, transparent, and always in service of the mission. - Act like owners. Everyone is accountable for outcomes, not just tasks. - Aim for excellence sustainably. We challenge ourselves, support each other, and stay in it for the long game. 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. WHAT WE OFFER - Work with cutting-edge AI technology making a tangible impact in manufacturing - Collaborative, mission-driven team and supportive leadership - Generous time off - Competitive compensation, equity, and benefits - Lunch stipend…. And much more Ready to drive the future of manufacturing with AI? Apply today to join our team and help us build the category-defining platform for quality intelligence. Axion is an Equal Opportunity / Affirmative Action employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity, or any other factor protected by applicable federal, state, or local laws.