Head of Customer Success

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.