Head of Customer Success

The role

The Head of Customer Success will build the team, systems, and operating model for Customer Success. This role involves defining the customer lifecycle and establishing metrics to scale the organization.

What you will do

• Build, mentor, and lead a high-performing Customer Success organization as a hands-on player-coach
• Codify a repeatable customer journey from onboarding through renewal and expansion
• Design customer segmentation, service tiers, coverage models, playbooks, and operating rhythms
• Establish hiring standards, onboarding programs, and coaching frameworks
• Partner with a small portfolio of strategic enterprise customers
• Build executive relationships to accelerate adoption and tie usage to business outcomes
• Partner with Sales on account strategy, renewal, and expansion
• Partner with Engagement and Solutions to ensure seamless transitions
• Turn customer deployment patterns into Product and Engineering priorities
• Build operating cadence around activation, time-to-value, health, and forecasting

Required qualifications

• 10+ years of Customer Success, Solutions, Services, or post-sale leadership experience in enterprise SaaS, AI, or other complex enterprise technology
• Meaningful leadership responsibility
• Experience building and leading high-performing enterprise Customer Success teams
• Track record of moving complex enterprise customers from initial deployment to adoption, business value, production, renewal, and expansion
• Experience designing and scaling Customer Success organizations through a growth inflection, ideally from $10-30M ARR through $50-100M+ ARR
• Exceptional executive presence to build trust with Fortune 500 executives, technical leaders, and frontline operators
• Systems thinker with strong operating rigor
• Ability to define ownership and drive outcomes across Sales, Product, Engineering, and Solutions

Nice to have

• Experience in manufacturing, industrial technology, automotive, aerospace, or another complex operational environment

Benefits

• Work with cutting-edge AI technology
• Collaborative, mission-driven team and supportive leadership
• Generous time off
• Competitive compensation, equity, and benefits
• Lunch stipend

About the company

Axion helps the world's leading manufacturers identify, investigate, and resolve product quality issues. The company is entering a stage of scale where Customer Success is becoming a core growth lever.