Head of Customer Success

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 RoleWe'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.What You'll Build in Your First YearYour 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 EngineeringDefine the core operating metrics that measure customer success, including retention, adoption, renewal forecasting, customer health, and time-to-valueBuild customer segmentation, service tiers, and scalable operating processes that support future growthImplement a validated customer health framework with proactive risk management and executive visibilityCreate repeatable Executive Business Review (EBR) and Mutual Success Planning programs across strategic accountsImpact customer retention, adoption, and expansion through measurable business outcomesBuild and develop a Customer Success organization capable of scaling alongside Axion's growthThe OpportunityThis 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.What You'll DoBuild & Scale Customer SuccessBuild, mentor, and lead a high-performing Customer Success organizationDesign scalable customer success processes, playbooks, and operating rhythmsDevelop customer segmentation, lifecycle management, and service models that improve customer outcomes while enabling future growthEstablish hiring standards, onboarding programs, and coaching frameworks for the Customer Success teamDrive Customer OutcomesPersonally manage a portfolio of strategic enterprise customers as an executive sponsorLead executive relationships that drive customer adoption, long-term value, and retentionServe as the executive escalation point for high-priority customer situationsBuild a culture centered around measurable customer outcomes rather than activityPartner Across the BusinessPartner with Sales to identify customer growth opportunities and support long-term account successCollaborate with Engagement to ensure successful customer onboarding and deploymentWork closely with Product and Engineering to translate customer feedback into product improvementsAdvocate for the customer across every stage of the customer lifecycleBuild Operational ExcellenceEstablish reporting and operational processes around customer health, retention, adoption, and renewal forecastingUse customer data to identify risk, prioritize resources, and improve customer outcomesContinuously improve Customer Success tooling, automation, and operational processes as the organization scalesRequirements8+ years of Customer Success, Solutions, or post-sale leadership experience within Enterprise SaaS, AI, or complex enterprise technologyExperience leading and developing Customer Success teamsDemonstrates success improving customer retention, adoption, and expansion within complex enterprise accountsExperience designing and scaling Customer Success organizations, including customer segmentation, lifecycle design, health scoring, renewal forecasting, and operational playbooksStrong executive presence with the ability to build trusted relationships across customer executive teams and technical stakeholdersAnalytical mindset with experience using data to drive customer outcomes and operational decisionsComfortable working cross-functionally across Sales, Product, Engineering, and Customer-facing teamsExperience in manufacturing, industrial technology, automotive, aerospace, or other complex operational environments is a plusThrives in high-growth environments where the systems you build become the foundation for future scaleWho You AreYou'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 OperateWe 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 OfferWork with cutting-edge AI technology making a tangible impact in manufacturingCollaborative, mission-driven team and supportive leadershipGenerous time offCompetitive compensation, equity, and benefitsLunch stipend.... And much moreReady 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. Compensation Range: $225K - $255KLocationNew York, NY; San Francisco, CAEmployment TypeFull timeLocation TypeHybridDepartmentDelivery & Enterprise SolutionsCompensation$225K – $255KOffers EquityOffers BonusAxion Ray strives to be fair and competitive. We leverage market data from Pave to inform our compensation packages.