Senior Director of Customer Success

Join Axion as the Senior Director of Customer Success, where you will lead and scale the post-sale customer experience. In this player-coach role, you will directly manage a portfolio of strategic enterprise accounts while building and managing a high-performing customer success team. You will work closely with various departments to ensure customers realize measurable value from the platform. Key responsibilities include defining and operationalizing the customer success motion, serving as an escalation point for at-risk accounts, and tracking key customer success metrics.

• Lead and scale Axion’s post-sale customer experience, directly owning a portfolio of strategic enterprise accounts while building and managing a high-performing customer success team.
• 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, while acting as the voice of the customer internally.
• Thrives in a high-growth, early-stage environment where the structure you build is the structure that scales
• Experience in manufacturing, industrial, or operational technology environments is a plus
• Strong analytical instincts– you use data to identify risk, prioritize effort, and communicate customer health clearly to internal stakeholders
• Comfortable with technical products and deployment complexity; able to engage credibly with both executive sponsors and operational end users
• Experience building or significantly scaling a CS function; you’ve written the playbook, not just run it
• Proven track record owning NRR and driving expansion within complex, multi-stakeholder enterprise accounts
• 8+ years of customer success or post-sale experience in enterprise SaaS or AI, with at least 2 years in a leadership capacity
• 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